Call Centres are now very commonplace globally and many businesses outsource their operations internationally in an effort to minimize costs. A difficult issue with this approach is Contact Centre Quality. It is no use outsourcing to save money if in the process you give your customers to such poor service that they go to your competitors instead.

Poor service in contact centres is typcially a management or training problem but there are also some clever technologies available now, like predictive dialers, that increase the maximum operational capacity of a contact centre and so free up financial resources to allow for top quality agent training.

Dialers use a mixture of soft and hardware technologies to anticipate spare contact 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 in conversation with a customer is basically adding to overheads and not generating any money.

As is expected with any complex operation with many parallel components, economies of scale are there to be seized, especially if the utilisation rate of individual elements - agents - are not interdependent. Real time, dynamic analysis of agent call times, agent availability together with work flows can often show up extra capacity in existing systems. In the Contact Center environment, predictive dialers can deliver massive 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 keep in line with individual country’s legislations.

So now you know!