Owing to the large numbers involved, a seemingly insignificant amount of inefficiency could result in mammoth losses for a call center. So, how does one calculate the daily efficiency of a call center? On any given day, the amount of time spent by each rep on calls, versus their respective downtimes, will give you the performance trajectory.
Back in the 1990s, several companies suffered from low efficiency. Although the agents were constantly on calls, there was time wastage due to call waiting and manual dialing, resulting in a surge in costs. Automatic dialers were solely responsible for literally revolutionizing the industry. It did come with its fair share of technical glitches; nonetheless it produced results – measurable and significant results. With the turn of the century, predictive dialers stole the market share, and companies were able to go miles ahead.
The Scenario Today
The finesse in these modern cloud-based dialers, clubbed with the automatic call distribution (ACDs) software, has drastically simplified the task for calling agents. Are you wondering how? It has increased the hourly efficiency from approximately 40 minutes to about 57 minutes, cutting idle time and slashing costs.
Why Cloud-Based Technology Stands Out
A major decision for contact centers is choosing between cloud-based and on-premise options when it comes to technologies like auto dialers, ACDs, and interactive voice response (IVR) systems. Especially for small and medium enterprises, such cloud-based technology has proved to be highly beneficial.
#1. Ease in Set-up:
It essentially cuts down the hassles of managing, setting-up and maintaining such underlying software and hardware elements. So, while reaping the benefits of the latest virtual call center technology, it lets businesses focus on important industry aspects and solutions.
#2. Cost Management:
The concept of the cloud allows a contact center to acquire advanced applications without needing any additional capital. It lets you pay only for the resources that have been used. This allows a business to down-scale or up-scale requirements to meet the challenges of the dynamic environment. Even in such situations, the concept of paying for what you use does not change.
#3. Quick Returns:
An optimum hosted predictive dialer or ACD typically reaps returns on investment anywhere between three and six months. This depends on the use of the application.
#4. Tailor Made:
A business can start with the basic automatic call distribution and dialing functions. As the company grows, one can incorporate upgrades, without changing the existing technological elements. Businesses may choose to blend applications like IVR, campaign management, call interceptors, advanced recording and computer telephony integration, to name a few.
#5. Prioritize Performance:
Real-time feedback from the technologies lets managers gauge the areas that require optimization. They can monitor performance and productivity, and make changes on a real-time basis.
So, what’s next? A cloud-based automatic call interceptor is the latest technology that is aimed at increasing the efficiency of call center agents. Similar to cloud-based ACDs and hosted predictive dialers, these interceptors focus on minimizing manual inputs. They deliver intelligent and time-sensitive answers to callers; as in the case of automatic assistance in debit and credit card payments.