Voip Dialers

Voice over Internet protocol (VoIP) is a technology which is here to stay! With its feature of flexibility and freedom of work, contact center are eyeing it as technology that is there to transform their working style and improve their efficiency manifold.

Its introduction is not only cost effective for contact centers, but it also provides for sound operation from any remote corner of the country just with a computer, headset and a broadband net connection. This also reduces the cost of maintenance and providing for expensive infrastructure as being home-based agents need not gather at one place to operate. The best is that the supervisor can also comfortably monitor the progress of any agent at any point of time and assist in any way required.

Besides VoIP also comes with ability to deploy other applications like Interactive Voice Response (IVR) which costs around 25 per cent less when compared to introducing the same TDM setting.

It is a compelling technology and five years down-the-line almost all contact centers will be on IP or out of the market due to its value proposition.

The new contact centers today look for cent per cent IP backbone, while older ones are slowly and steadily transforming to have a pure IP based technology in their contact center. It is clear only contact centers that can provide VoIP in a hosted environment in conjunction with a business application, will stay in long run.

Expensive infrastructure checked, capital cost checked, leased telephone lines checked, processing delays checked, all one needs is agents with computers, headsets and broadband internet connection to get their call center functional.

Web-based on-demand service of contemporary call centers have done away with investments that call center infrastructure calls for. Even a building for the same is not required as agents can go functional from remote corners and they can be monitored and assisted at any given point of time.

With Obelyx call center software, a call center can be set up just in 30 minutes! With it’s easy to use tools, it allows the company to manage it’s agents and reconfigure their virtual call center quickly, effectively and as per the market trends. Within no time , a web-based call center is in a position to expand or contract on the basis of seasonal campaigns and peak times. Even the number of agents can be increased or decreased as per demand.

This flexibility of operations is a big safeguard as it ensures that resources are not lying idle with the call center in the lean season and there is no dearth of resources in peak season.

Obleyx has hundreds of customers using it’s hosted call center software, from start-up companies to non-profit organizations to global enterprises, and thousands of concurrent users, in call centers big and small. Based on a rich, highly functional and reliable platform, their solutions are deployed flexibly to meet challenges and solve problems in a wide variety of applications.

An inbound call center is one that exclusively handles the calls initiated by a customer for assistance related to any product or service. In this era of cut-throat competition, successful business is all about having that cutting edge that makes one organization better than other. So many companies use the inbound centres as a spot to make sales and let customers place orders, while others use it as places where customers can get help with problems. Flawless customer support service through inbound call centers plays a significant role in building a positive image of the company.

This also means that a customer may call anytime, so this means being there for your customers for 24*7 through various channels. This is only possible by introducing hosted call center solutions in the call centers. These customized solutions promise a comfortable experience for the customers by giving timely and professional advice. On the other hand, they are time and money saving for the companies.

Elements like technology (voice and data networks), wiring, systems, interactive voice responses (IVR) and computer telephony integration (CTI) need to be taken into count besides quality monitoring, workforce and knowledge management.

Added benefit is that these inbound call centers is that they maintained detailed record. Most commonly occurring queries can be tracked and resolved by the company. Besides it also helps in customer relation management. When a list of common queries has been chalked out then the number of agents can be reduced and IVR system can be introduced, where customers can quickly self serve themselves.

KISS – Keep it short and simple is key mantra to attaining success for your call center. Big legacy systems, heavy investment in call center equipment and huge infrastructure cost to build and maintain those locations kills most of the promising call centers.

In 1990’s and early 2000 when the whole outsourcing boom was at peak and most of the organizations or service industries were in quest to outperform their competitors by providing excellent customer service and support to their customers they felt the need to invest hugely on call center technology .The cost of these systems were huge both on hardware as well as software side. To maintain and support such systems would be an incremental investment from view of these calls centers.

With advancement of technology into IP arena a lot of companies are now making call center software that are cost effective, easy to deploy, least amount of cost goes into setting up their call center equipment and they are easy to scale. They have options to easily integrate with different applications of call center business.

A VoIP based virtual call center addresses the priorities of call centers thereby helping call center management to achieve their complex goals of higher RoI, lower attrition and deliver service excellence.

Decided on campaigns, deciding on infrastructure is next thing you need to look into and call center software that works with your business plan. Do you need to opt for auto or for predictive dialer that are available in market?

While an auto dialer helps you get on your feet at a cheaper cost but is it the most viable option?

What is a more viable option here? And how is an Auto dialer different from Predictive Dialer?

Auto dialers is a component that is built in call center software that allows you to auto dialing one on one basis of agents depending upon their availability. Predictive dialer on other hand uses complex algorithms to ensure that simultaneous calls are dialed in to ensure higher talk time for agents. But then Predictive dialer usage should be dependent upon the quality of leads since different countries have stringent regulation on abandoned calls. Figuring out the quality of leads and its authenticity would take sometimes days and by that time you either fail in loosing a lot of business or your call center gets blacklisted by monitoring agencies.

Predictive dialer is market are either manual where you configure the dialing speed based on number of agents, country regulations and quality of leads or they are automated where the algorithms determine above parameter in few initial minutes’ and adjusts your predictive dialer to ensure high customer satisfaction.

Currently most of the call center solution offerings in market are based on manually adjusting the dialer. One unique call center Solution Company which is based on of Rockville Maryland called oBelyx decided to adopt both manual and automated predictive dialer into their solution which helps VoIP call centers to optimize their operations to ensure higher customer satisfaction and lower downtime between the calls.