subject: Call Centre Software - Pros and Cons [print this page] Call Centre Software - Pros and Cons Call Centre Software - Pros and Cons
Predictive dialler software is used to automatically place calls that are timed to match with the presence of agents in the company. Preferably, the software places sufficient calls that agents would answer, hence no agent will sit idle. Too many calls would not be placed as that could lead to a customer answering the phone with no one present on the other end of the line.
The advantages of using a predictive dialler system are that it permits call centre agents to spend all their time talking to customers rather than sitting idle waiting for people to answer their phones. This ensures that the staffs do not perform boring and monotonous duties and spend time making sales. The productivity of the business significantly increases with the introduction of this software.
However, apart from these advantages, there are some disadvantages pertaining to the software at hand. Many of these problems are linked to the poor quality of the software and/or the system that has been set up. If the system does not have sufficient data it may not predict the timing of the calls. This would cause many customers answering silent and abandoned phone calls as no agent would be present to answer. Efficient software should be able to evade such situations and time the calls in such a manner that whenever a customer answers, there is a friendly voice on the other end ready to make a bargain.
Predictive dialer software can be exceptionally useful for large businesses as it allows more agents to spend more time talking to the customers, hence improving efficiency and productivity. The online software downloads have proven beneficial to many call centres around the world. Apart from being affordable, they can easily be attuned to the amount of personnel employed.
The system need to be set up in order to prevent isolation of customers by minimizing the quality of the operations. Smaller companies that require fewer calls to be made or those companies that require a more personal touch would find that using that the disadvantages of using this software cannot be prevail over the advantages as the increased efficiency would not be as important for them.
Another disadvantage of using a predictive dialing software is that, as the call is connected immediately when a customer picks the phone, and as the agent is unaware of that, he might not be prepared to answer a call or just absent from his or her seat. Hence, when such a situation prevails, there is a possibility that a prospective customer may be lost.
