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Contact Centres are now extremely common internationally and many businesses outsource their operations internationally in an effort to control costs. A difficult problem with this process is Contact Centre Quality. It is no use outsourcing to reduce costs 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 usually a management or training problem but there are also some interesting technologies available today, such as predictive dialers, that improve the 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 technology to anticipate agent availability so as to allow the agents themselves are used at maximum capacity. After all, a contact centre agent occupying desk space but not talking to a customer is basically increasing overheads whilst not generating any revenue.

As with any complex environment with many parallel independent components, economies of scale are there to be seized, especially if the utilisation rate of individual elements - call agents - are not interdependent. Real time, dynamic analysis of agent call behaviors, agent availability and calling procedures can more often than not highlight additional capacity in existing systems. In the Contact Center environment, predictive dialers can deliver huge 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 maximum possible utilisation of agents with the lowest levels of silent calls that comply with individual country’s legislations.

Technology is getting smarter

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