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Contact Centres have become very commonplace globally and many businesses outsource their operations internationally in order to reduce costs.  One significant problem with this approach is Contact Centre Quality. It is clearly no use outsourcing to reduce costs if in doing so you give your customers to such low quality service that they go to your competitors instead.

Poor service in call centers is usually a management or agent training issue but there are also some interesting technologies available today, such as predictive dialers, that improve the operational capacity of a contact centre and so free up financial resources to fund high quality agent training.

Dialers use a combination of software and hardware technology to forecast contact agent availability so as to allow the agents themselves are utilised 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 is expected with any complex environment with many parallel independent components, economies of scale are available, especially if the utilisation rate of individual elements – agents – are not interdependent. Dynamic, real time analysis of agent call times, agent availability together with work flows can more often than not highlight extra capacity in existing systems. In the Contact Center environment, predictive dialers can deliver substantial cost savings without acutally costing a fortune to introduce.

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 work within individual country’s guidelines.

So now you know!

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