The Smart World of Call Centre Systems

Contact Centres are now very common globally and many businesses outsource their operations to different countries in an effort to cut costs.  A significant problem with this approach is Contact Centre Quality. It is no use outsourcing to save money if in doing so you give your customers to such low quality service that they defect to your competitors.

Bad service in call centres is usually a management or training problem but there are also some interesting technologies available today, like predictive dialers, that improve the maximum operational capacity of a call centre and so free up budgets to fund high quality agent training.

Dialers use a mixture of soft and hardware technology to forecast spare agent availability so as to allow the agents themselves are utilised at maximum capacity. After all, a contact centre agent taking up desk space but not talking to a customer is simply increasing overheads whilst not earning any revenue.

As with any complex environment with many parallel independent components, economies of scale are there to be exploited, especially if the utilisation of each individual - agents - are not interdependent. Dynamic, real time analysis of agent call times, agent availability and work flows can often highlight extra capacity in existing systems. In the Contact Center environment, predictive dialers can deliver generous cost savings without acutally costing a fortune to introduce.

Outbound dialers not only schedule calls & allocate them to available agents, they do this in a way that successfully balances the highest possible agent utilisation rates with minimal levels of silent calls that work within individual country’s guidelines.

Technology is getting smarter