BPO DIALERS: Blended Is Best...

BUYING TIPS

It is important to ensure that the dialer offers a distributed architecture. The dialing engines in multiple remote sites should be able to integrate with the application server in the central site.
The dialer should be flexible enough to pace calls based on individual agent’s skill levels. If the dialer is too fast, it results in call abandonment, which is a serious offence in the US. Although call abandonment was common earlier, now there are regulations, which stipulate that call abandonment by call centers should be maintained to below three percent.
In the event of call abandonment, the dialer should be equipped with technologies that can engage the called party with played-back messages—when no agent is available—to reduce call abandonment.
It is very important that the dialer should be able to adjust the pacing algorithm based on realtime-agent feedback.
It is also important that the dialer is able to dynamically cancel calls before connecting, if the campaign results in more matured calls than predicted, to avoid call abandonment.
It is very important that the dialer is able to blend agents by flexing between inbound and outbound calls. This helps a lot in effective agent utilization.
Dialers should be able to integrate with leading ACDs and loggers.

MARKET INFORMATION