Cloud Telephony Experiments

In the digital age, the outbound contact cente r is not just for customer service but is also used for revenue generation like lead generation and conversion of leads. In general outbound call center is used for: 1. Generation of lead: Cold calls, extensively used in banking & finance industry 2. Inbound Sales: Converting web generated leads, up selling and cross selling to existing customers 3. Proactive service & Customer Service: Information sharing, problem, survey, answer to customer query, etc. With the increased usage of call center, lot of new technology has also come up, which helps to streamline the calling process, thereby increases the productivity of contact center. One such technology is dialers , dialers are automatic dialing solution used in outbound contact center  to optimize the  agent efficiency and reduce the downtime. Today different types of dialers are available, each have unique features and usages. Preview dialer: ...

Dialers are an integral part of an outbound call center . They improve the agent performance manifold and are an indispensable tool. There are many kinds of dialers and these include predictive, progressive and preview. And just like any thing, we have to be careful to pick the right tool for the job. At Ozonetel  we have deployed more than 500 call centers and deal with more than 20,000 agents on our cloud call center platform, Cloudagent . In most cases, supervisors, when asked to improve the agent performance by management, fall back on a tool and suggest to use a predictive dialer. And in many cases we have worked with the call center teams to understand the core problem and deduced that the problem can be solved by minor process changes instead of upgrading the dialer. So, when should you use a predictive dialer? To answer that, you should first understand your requirement. Do you make outbound calls to people who have subscribed in some means(event, website etc) or...