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Is using predictive dialer software the most cost-efficient way to operate a call center?
I know that predictive dialer software is very popular in call centers, but is it the most cost-efficient? What do you think? I know people use predictive dialers in outsourced call centers, but would the same strategy work in a smaller domestic call center?
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3 Answers
Using a PD at any call center more then 7 seats is a good thing, a PD brings productivity to your center and it also helps in making your HR more and more efficient.
so if you want good results do use a predictive dialer
Using a predictive dialer is definitely the most cost effective method while still staying compliant. I have several small domestic call centers using predictive systems with great success. However, it depends on what you are looking to do in your call center. There may be other options that would be a better fit for your particular needs. If you would like to use us as a sounding board just pm.
The advantages that using predictive dialer offers are quite significant. Firstly, using predictive dialer eliminates manual dialing. Secondly, the system hands the live calls to the agent meaning that it has weaned out bad phone numbers and no responses.
This case study talks about a call center that saw 50% agent productivity improvement as result of implementing a predictive dialer: http://tinyurl.com/dialer-casestudy,
Regards,
Kirsi
http://www.pronexus.com
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