Call centers rely heavily not only on customer service, but also on technology. Without the proper call center technology, no business would be able to run nearly as efficiently. The technologies that are now available have come a long way from what they were in the past. Here are some of the reasons why:

1. Auto distributors
These pieces of call center technology are normally at the core of large centers. When incoming calls go to a center, they need to go through to automatic distributor in order to determine the appropriate department to contact. This will be based on specific needs of the person that is calling. The distributor will automatically re-route calls so there isn't any buildup and callers get specific help without having to wait. This also helps callers avoid being transferred to unrelated departments.

2. Customer Relationship Management (CRM)
This is something that agents at the call center use to keep track of customer issues. It also keeps track of what the caller's relationship is with the company and any requests that they have made. This is a very important tool because it keeps call centers up-to-date with what their customer is likely to need.

3. Recording systems
These record inbound and outbound calls that go through the call center. With all of the calls being recorded, there can be no question about what went on during a conversation. This can be used to reference back to whenever the company or caller needs it. Each company will choose what they record based on their needs. There are also systems that record web, fax and e-mail interactions.

4. Campaign Management Systems (CMS)
These systems organize lists of specific people the callers can contact. This can include both phone numbers and e-mails for different people within a company.

5. Interactive Voice Response
A lot more companies are starting to use these in their call centers. They allow callers the opportunity to service themselves instead of having to go through an agent. These systems use voice recognition to direct calls. An example of a voice response system is one that helps the caller make a payment on their account. The caller will say their account number, confirm personal information and then make the payment. They won't have to go through an agent in order to do this, as it is all automated. This piece of call center technology actually helps to reduce wait times and also allows agents to focus on customers that need interaction with them.


You can get more information about Call Center Technology and Predictive Dialing by visiting Vocalcom.

With the nature of today's business landscape, provision of satisfactory customer experience is an inevitable requirement for any business success. One key tool that can be utilized by enterprises for service satisfaction is predictive dialer software. The best predictive dialer systems can be described as any computerized dialing system with several outbound lines used to automatically connect with call center agents.

This particular application is designed in such a way that it uses sophisticated algorithms that follow the unique calling patterns of a specific call center. The system comes with capabilities to predict the availability of call center agents-it then dials the appropriate telephone numbers, and maximizes the time spent by live call agents.

How Predictive Dialer Software Works
This software is unlike other auto dialers that automatically place the phone call for idle agents. Predictive dialer automatic software embraces various algorithms to predict the availability of a call center agent and a prospective client. This software ensures that agents are almost ready to communicate with a client at the exact time the customer is also ready to answer a telephone call.
This software calculates the average phone call duration and the average number of rings made before the client answers the call, the percentage of dialed calls that have been answered and the call abandonment rate.

Benefits of Call Center Predictive Dialer Software

Increased productivity. Predictive dialer applications allow the call center to significantly increase workforce productivity because the software eliminates the time that call center agents spend manually dialing numbers and waiting for telephone calls to be answered. Predictive dialer software ensures that agents spend their time efficiently. The system can predict when an agent is likely to finish his/her current telephone conversation, and automatically dials another phone line while the agent is still in conversation. As soon as the agent is available, the predictive dialer software passes the phone call to the agent after the client picks up the phone.

Time. With predictive dialer software, management time is saved courtesy of the lead management feature. This option cleans the dialing list against any state and federal forbidden list, at the same time organizing vital information like callbacks, leads and sales. Predictive dialer software also allows for better control of the call center agents, because the applications allow the call center management to listen to agents at any time, without the agent’s knowledge. It is also possible to view the number of calls agents have completed in real time and the total break time of each agent has taken in a particular shift.

You can get more information about Predictive Dialer Software and Outbound predictive dialer by visiting Vocalcom.