Call Centers are now very common globally and many businesses outsource their operations to different countries in order to reduce costs. One difficult issue with this approach is Contact Centre Quality. It is clearly no use outsourcing to save money if in doing so you subject your customers to such bad service that they defect to your competitors instead.

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

Dialers use a mixture of s/w and h/w technologies to forecast agent availability so that the agents themselves are utilised at maximum capacity. After all, a contact centre agent occupying desk space but not talking to a customer is simply increasing overheads and not generating any money.

As with any complex system with many parallel independent components, economies of scale are there to be exploited, especially if the utilisation rate of individual elements – call agents – are not inter dependent. Real time, dynamic analysis of agent call times, agent availability and work flows can often show up 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 & allocate them to available agents, they 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 legislations.

So now you know!