Increase Call Center Agents’ Productivity with Predictive Dialers
Posted on December 28, 2008
Filed Under Uncategorized |
For many years call centers have been improving and creating new ways to have a better performance and maximize results. Lately in the call center industry, the new fashion is the use of predictive dialers. This new technology give a real-time feedback reporting and the current call “Campaign’s manager” can monitor calls and maintain optimum agent and system performance and productivity. The software displays on screen the number of calls waiting, agents activities, list performance, as well as other dialer statistics. Predictive Dialer software eliminates this wasted time and effort, while drastically increasing sales efficiency. Many peole actually ask all the time, what is a predictive dialer? Well, in a few plain - easy words, predictive dialers are usually desktop computers equiped with either special telephony voice boards or off-the-shelf voice modems. Traditionally, voice modems lack many of the features telephony boards offer.
Predictive dialer software is popular among call centers or company departments whose task is to make and recieve as much calls as possible from consumers using less time. Predictive dialers may also be used by market survey companies and debt collection services who need to contact and personally speak to a lot of people by telephone.
Predictive Dialer software have demonstrated talk times in the 30 minute range, giving an increase in productivity of nearly 90%, making this tool simply an amazing secret poker hand for any call center interested in improving their resolution time avarage. Your company could same money because you can now handle more calls with the same workforce, or lessen workforce without loosing the ability to handle all the calls needed. What this means is that every day more and more call centers, and technical support agents are using predictive dialer to provide a better, faster and more efficient service to their callers and customers. All this without adding more people, therefore more cost.
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