The IncreasinglySmart World of Contact Center Systems
September 28, 2009 by Tucker
Call Centers are now extremely common internationally and many businesses outsource their operations internationally in order to cut costs. A significant issue with this process is Contact Centre Quality. It is clearly no use outsourcing to save money if in doing so you give your customers to such poor service that they defect to your competitors.
Terrible service in call centers is typcially a management or agent training problem but there are also sophisticated phone technologies available today, such as predictive dialers, that can improve the maximum operational capacity of a call centre and so free up budgets to fund high quality agent training.
Dialers use a combination of s/w and h/w technologies to predict spare agent availability so that the agents themselves are used at high capacity. After all, a contact centre agent taking up desk space but not actually talking to a customer is simply adding to overheads and not making any revenue.
As with any complex system with many parallel independent components, economies of scale are available, especially if the utilisation of each individual – call agents – are not interdependent. Real time, dynamic analysis of agent call times, agent availability and work flows can more often than not highlight additional capacity in existing solutions. In the Contact Center environment, predictive dialers can deliver substantial cost savings without costing a fortune to implement.
Outbound dialers not only schedule calls and allocate them to available agents, they also do this in a way that successfully balances the highest possible utilisation of agents with the lowest levels of silent calls that comply with individual country’s guidelines.
So now you know!
iPad: Noble Systems Announces Contact Center Mgmt Apps for Mobile Devices #ipad #apple
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Well, I found some of those fancy cell phone technologies are slow in the states too. Even some of the technologies or cell phones really are not new things anymore in other parts of the world but they are new in states. What I think is that first of all, US has huge territory which prevents the ease of spreading of neccessary infra. But it might hit faster in big cities like New York or LA where there is huge population in certain geographical area.
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