Contact center and call center is one of the biggest and fastest growing industry today. It is a dedicated facility set up by large enterprises or organizations all around the world to offer services via telephone, ranging from technical support for the customers, selling products and services, provide information, instructions and much more. Generally there are two types of processes handled by these centers. That is inbound process and outbound process. Contact center generally uses inbound process where in the customer contacts them through several communication mediums such as telephone, email, online live chat, fax and rarely by letters. On the other hand, call center deals with outbound process where the agent (sales representative) calls the probable customers or sometimes existing customers to sell or upgrade the company’s products or services.
Traditionally and even now at some places, these agents manually dial the customers’ cell phone or telephone numbers, which in turn is time consuming and less productive solution. However, due to advancement in the technology many call centers are deploying predictive dialers. These predictive dialers solves the issue of time and less productivity but, it turns out to be an expensive solutions, where the company has to invest into buying dedicated predictive dialer server system as well as the software application itself. Now the question arises for the call centers that how to gain the optimal productivity, in less time with low expenditure overheads? Here the hosted predictive dialing service comes into the picture.
Hosted predictive dialer or hosted predictive dialing services are the dedicated servers offered by some of the specialized companies, which acts as a predictive dialer system, but through web internet services. This predictive dialing solution dials the list of predefined telephone and cell phone numbers in such a way that it can discard those calls, which has no answers, busy tone, fax tone, answering machine, disconnected from the customer as well as those numbers that are registered under National Do Not Call Registry. This hosted predictive dialing services can fulfill call center’s every purpose of sales and marketing activity at the same time increases their productivity and proves to be a cost effective solution.
Some of the advantages of deploying hosted predictive dialing services are as follows:
- Hosted predictive dialing services can manage outbound dialing process as well as inbound process effectively and efficiently.
- Filters calls for no answer, busy tone, answering machine, fax tone, National Do Not Call Registry, etc.
- Cost effective solution compared to manual dialer, automation dialer and in-house predictive dialer.
- Can be available according to number of dialing seats / agents.
- Backend support from hosting company.
- Can be deployed easily and quickly into any call center.