How Dialer Software Optimizes Contact Center Performance
February 05, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
Productive agents can lead to a productive contact center environment, but every contact center manager knows this is easier said than done. A clear strategy coupled with access to the right tools can help make this lofty goal a reality. One tool that combines inbound contact handling with robust campaign-based outbound dialing for maximum agent productivity is inContact’s dialer software, which has proven it can provide results and maximize profitable activities.
There are many highlights at the heart of inContact’s dialer software – a highly sophisticated simulation-based dialing engine. In fact, this engine effectively determines the right balance between wait times and abandoned calls.
Agents stay productive and engaged in the more profitable activities within the contact center when the unified agent experience is created - an experience that must be supported by automated outbound-to-inbound blending, as well as inbound-to-outbound. This type of mix ensures agents are automatically moved from dialing to handle any call overflow when inbound queue lengths expand.
Dialer software also assists in optimizing agent time when the inbound queue meets service level goals. Agents are slowly released back to focus on dialing when they are no longer needed to field overflow calls. Regardless of the contact type, agents need only to log in to one site. For the benefit of the contact center client, a pay-as-you-go billing model is enabled, providing unified billing, agent seat pricing and ports, ensuring optimal costs assigned to the campaign.
Through its dialer software, inContact also ensures compliance is built into its contact center performance. The dialer is purpose-built according to current standards and regulations to ensure optimal performance while adhering to strict dialing regulations. As a result, the contact center client enjoys the benefits of predictive dialing within compliance, customers are not bothered with non-productive calls and supervisors don’t have to micromanage campaigns to guarantee performance.
The increased talk time enabled through the dialer software leads to the creation of more productive agents. A simplified approach to list and campaign management allows management the freedom to focus on keeping agents effective. As a result, the contact center doesn’t just stay busy – it stays productive.
In addition to the benefits inherent in dialer software, it also provides for Intelligent Call Suppression. Users can easily edit dialing lists uploaded for calling, providing real-time adjustments based on customer actions. This technology helps to avoid unnecessary and unwelcome dials. The new feature will review the number queued and determine if it is located in the suppression database before completing the call.
The point of any dialer software should be to minimize unnecessary activities within the call center and maximize productivity. This is only possible when compliance is a priority and unnecessary steps are eliminated from the calling process, and inContact’s solution helps make that possible.
Edited by Amanda Ciccatelli