Technology Evolves, Should You? | IAT SmartDial® Solutions

Technology Evolves, Should You?

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How many times have you heard your predictive dialer agents complain about being on the dialer because they can’t get inbound calls?

In years past most call centers operated under the paradigm that said outbound and inbound agents are different departments. Sometimes you had customer service and billing agents taking calls on one side of the call center, and the telemarketers and collectors on the other side of the call center; the two never crossing over.cheap kids bouncy castle

I’ve seen the level of animosity between inbound and outbound departments rise to the level not even seen between some college football rivals.

One of the primary reasons for this separation was due to limitations of the telephony technology of the day. Dialers were typically hardwired to a desk phone, separate from the ACD and PBX. There was no easy way to blend call typesinflatable dinosaur canada.

That was then. This is now.

Technology has come a long way; advanced PBXs are now the size of rack mounted servers, IVRs and ACDs are more sophisticated and dialers like CT Center integrate seamlessly into existing telephony infrastructures. But even with the advances in technology it seems the human element, the business logic, is often lagging behind. Some businesses get it, some don’t. The ones that are adapting their business rules to take advantage of the technology are running more efficiently and effectively.

In the ARM, or collections and receivables call centers, one of the biggest paradigm shifts over the past few years has been the deployment of outbound agent-less interactive communications, or broadcast messaging. This in turn has caused a rethink in how to best utilize agents, and one of the driving reasons for a blended dialer solution.

Outbound messaging allows a company to quickly and effortlessly penetrate their accounts, using different types of dialogues – demand for payments and self-pay, reminder messages, and simple messages. These calls inevitably result in a higher number of inbound calls, as well as transfers to agents.  This can also free up dialer agents to work higher value accounts where longer talk times and the personal touch are needed to settle the debt.inflatable tents

3 Reasons to Use a Blending Strategy

  1. If more than 50% of your agents are on the dialer during the day, you should use an inbound blending strategy.
  2. As noted, if you use messaging campaigns which drive inbound traffic to dialer agents, you should use an inbound blending strategy.
  3. If you have a separate customer service/billing department, you may want to use an inbound blending strategy that overflows calls to your cross-trained dialer agents.

Using all the tools of CT Center together can create a powerful unified communications platform that keeps your agents productive for longer periods without the burnout often seen when using only one method of call handling.Gonflable Rockwall

How are you using inbound blending in your outbound call center?

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This article was written by Dave C

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