The Predictive Dialer sets benchmarks for call centre efficiency

By using automatic dialing software call centres improve the work load of call centre agents. The Predictive Dialer from Clarity sets new benchmarks in this area and can additionally boost the call centre’s productivity.

Besides the quality factor, it’s particularly the cost factor which is critical for surviving in severe phone campaign business. And the costs are in turn affected by the efficiency of call centre’s personnel.

 

In order to increase personnel’s call frequency, most call centres employ so-called dialer software. These applications dial phone numbers from a database and assign the phone calls to call centre agents. This way call centre agents need only to take care about their actual job which is handling the conversation itself. Obviously this is the reason for higher employee efficiency.

 

However, not every dialer software can guarantee best possible utilization of call centre’s work force. Many dialers will not dial a new phone number until one or more agents become available. This way plenty of precious time is being wasted. With the Predictive Dialer, Clarity AG pursues the attempt of preventing the productivity loss.

 

The Predictive Dialer dials a phone number even when the call centre agents are still in the conversation with a customer. Due to advanced algorithm the dialer is able to pre-estimate the moment when the next agent becomes available and assigns him a phone call at this point in time. Computation includes such factors like for example the average call duration of each agent, the average ringing time and the current availability factor. Thereby the dialer adjusts itself during the whole operating period on an automatic basis. For example, if the call duration is falling during the particular point in time of the campaign, the dialer automatically increases the amount of outgoing calls for this particular period.

 

However, call centre managers can still control the settings when necessary. Furthermore, Clarity provides also additional functionalities for campaigns with high-quality contacts. These make sure that high-value contacts are not dialled until there is actually a free agent available. In case the dialer finds an answering machine, it terminates the dial attempt and takes care of contacting the number at a later date.

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