We are today living in a world of extreme competition where thousands of companies are chasing one set of customers over and over again almost with the same products and services. In such a scenario only those companies who are efficient, productive and quick to respond to ever changing customer needs and preferences can survive in the market. Even when it comes to other functions such as collection of dues passing of information and other such requirements speed of action is extremely important which can be ensured only with proper use of the best available modern technology.
This fact can be best illustrated when we look at the ever changing needs of the center business. The call center concept which is quite old started with a handful of center executives who were given the task of making a few calls from a manual list which was given to them. Though this did work initially things started falling apart when business volumes started increasing and the pressure of backlog started haunting many call center organizations. Customer service and customer excellence took a beating and this resulted in many customers waking out to some other competitors’ products and services. As far as collection of dues were concerned lack of proper information and lethargy in contacting defaulting customers resulted in mounting overdue and unpaid installments.
To counter this situation a new technology called the auto dialer service came into being and this has changed the whole concept of call center functioning. It has radically made the centers much more efficient productive and customer oriented. From the company’s point of view it has also made the life of call center employees much better which enabled them to concentrate on productive work rather than wasting time on unproductive calls. There have been instances which have shown that with the use of this technology average daily calls made by each call center employee has gone up by almost 100 to 120% this has resulted in better focus on the right target of customers and reduced wastage and slippage.
The reason why this software is so powerful and effective is because of the fact that it works on the philosophy of predictable dialing rather than random dialing. For example if a customer is unavailable or not reachable in a normal scenario the call center employee would have come to know of this only after a couple of minutes of waiting. But this problem has been overcome with the use of auto dialer service technology where the software is so designed that it waits for a few seconds and then automatically moves to the next number. Whenever it encounters a live customer or in other words a human face on the other side it automatically routes the call to a free call center executive.
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