Predictive dialing is perhaps the most advanced telephony function in modern day call centers.By dialing numerous phone lines for each agent and screening out busy signals, no answers, disconnects, and answering machines, Predictive dialing will increase the productivity up to 300%.
Predictive dialing is the perfect technology to increase agent productivity by maximizing their talk time. It addresses the problems faced by TeleWorkers in handling outbound Telemarketing to consumers- low contact rates.
Low contact rates are a waste of the payroll investment in your TeleWorkers,and also lead to agent boredom. Manual calling typically results in 15-20 minutes of talk time by the TeleWorker doing consumer calling because of no answers, busy signals, bad numbers, answering machines, and the time it takes to dial.
With Predictive dialing, it is possible to increase this talk time by 300% to 45-48 minutes per hour. The technology works by creating an algorithm, a mathematical formula which is agent specific and job specific. For instance,on a particular job, it might take typically 5 minutes from the beginning to the close of the call for a particular agent. So, the system will dial a pre determined number of lines say four minutes and twenty seconds into this call, so there is a very high probability that within 5 seconds of finishing the first call a new call will be served up to the TeleWorker.
For industries like collections, outbound sales and telemarketing, charity - not for profit ¬ any outbound business to consumer exchange may be made 300% more efficient using Predictive Dialing.
Alternatively, business to business calling will require Progressive Dialing to increase efficiency. This differs from consumer calling because of the high contact rates that are typically achieved, eliminating the need for Predictive dialing. These modes of calling enable you to set the way calls are delivered to agents. They can be set to dial a new call within a certain time frame after the prior call has ended, or you can put the system in a manual mode and allow the TeleWorker to decide when the next call should be made through click to dial.
Either way you cut the pie, for outbound calling to consumers or to businesses, technology like Predictive and Progressive give a new meaning to dialing efficiency.
Going Virtual, Way Cool
Anytime you call 1-800 anything you are calling a call center. Your call might be directed to Salt Lake City, to the Philippines or to India, but it is likely going to a brick and mortar facility at a great expense to the company at hand. A call center is any sort of telephony operation handling sales, customer service, inbound or outbound needs of a company.
Hey Chatterbox Im talking to YOU
It was once, many moons ago, back in the 90s, that the web was a place of simple content. Filled with stale information like directories and dictionaries, the world wide web was largely a home of facts and content. Over the last dozen or so years, the Web 2.0 Generation has changed all of that, bringing the Internet to be truly inter-operable and inter-active and certainly a lot more inter-esting.
From Call Center Blues to Call Center Green
Like many old school call centers, TeleWorkers are required to sit in brick and mortar facilities, in cubicles, in neon lighting and for perhaps a dozen hours at a time. The Wall Street Journal reported a few months ago, the average call center employee duration is 90 days.
