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 jus
Our hits and misses while building a scalable cloud telephony platform KooKoo, Ozonetel.