I think today might be the day.
I think that today I might do something that I shouldn’t do.
Oh, sure… there have been days in the past that I did something I shouldn’t have done. Like the time I took my parents car to a street race and ended up losing the title to it until I could come up with $2500. But today is different. Today I am going to do something that might cause me some pain Air Blower.
Today I am going to grab hold of an old rope about as thick around as a child’s arm and along with several other people from my company, we are going to proceed to drag opposing teams across a grassy knoll (I could be wrong, but whenever there is a grassy knoll involved things don’t turn out the way people hope).
Yep… today is IAT’s tug-o-war day. The Support Department will be pulling against the Sales & Marketing Department. Go team. Yeah. Weeeeeeee.
Like all great sporting events, the usual team spirit is in play – taunting, ridicule of the other team’s athletes, and the chest-thumping spectacles in the hallway.adult jumping castle
Did I mention that the Support Department is on average nearly half the age of the Sales Department? While they have youth and vigor, we have stealth and craftiness. In other words, we plan on cheating. We have too. If we don’t we could be seriously injured; what with all the cholesterol and heart medication being taken along with the arthritis pain relievers.
So today is the day that I am going to do something that I probably shouldn’t do – because it will hurt my body somehow, somewhere.
Call Centers sometimes do things they shouldn’t do.
Like buy VoIP telephony equipment because the CEO heard the term from his caddy on the back nine. Or buy a new CRM or database system without consulting his IT Department. Or assuming that a dialer is a dialer is just a dialer.
Not all dialers are the same. VoIP isn’t the cure-all, be-all, end-all to telephony, and not involving your IT department in technology purchases really is dumb.
In all these areas having a clearly defined set of business rules is a must. Sure dialers will make calls, but will it handle when and how you want calls made based on how you work your accounts, or how agents like to work them? Will it enhance and build upon your workflow or do you have to retrain your staff to work based on how the dialer will let you? Working with the Sales team to clearly identify how your call center works will get you a dialer that fits your model.
Just because you need to dial accounts faster doesn’t mean that agent based dialing is the best solution for your company. Sometimes automated outbound IVR dialing will get better results. Knowing when to use agents or not is part of the discovery phases needed to make the best purchasing choice.
Involving your IT staff in the purchase of a new dialing (or any technological enhancement) is paramount to having a successful purchase. In my experience the IT department can make or break the success of how you use a dialer. If they do not have buy-in both technologically and from a business workflow standpoint, the dialer will never be as efficient or as effective as it could be in making you money.
Don’t be like me and do something you shouldn’t do, just because you want to be part of the “in” crowd. Plan ahead, otherwise like me later today, you too will experience pain.
This article was written by Dave C