The tools at a call center’s disposal directly affect the levels of service it can provide to customers and clients. Cloud based options now allow your call center to add functionality without buying hardware or managing more staff members to service it.
If you’re in the outbound call center space, you know that predictive dialers allow your company to quickly dial out to lists that would be nearly impossible to handle via manual entry. They also reduce agent downtime and optimize presence in your chosen industry.
Predictive dialers are essential components to this business model, but up until now have been a premise based technology that require both IT staff and significant capital to acquire and maintain. The cloud based predictive dialer option gives companies a new way to access this tool, and in the process strengthens their core competencies.
A new survey suggests that 70 percent of SMBs intend to increase their technology spending in the next 12 months, with one-third of them saying they'll bump spending by at least 10 percent. A considerable portion of that will focus on cloud based utilities. According to the study, “Nearly one-third of SMBs have adopted cloud computing technology, with medium-sized businesses (42 percent) showing the highest utilization. Another 35 percent of all SMBs plan to use the cloud in some form in the next year.”
For call centers looking for an entry point into outbound dialing, cloud based predictive dialers are the perfect option to expand utilities at a lowered cost when compares to premise based solutions. Chase Data Corps Hosted Predictive Dialer and Contact Center Solution for example provides the leverage you need to start your call center with as little capital expenditure right from the get go. An agent simply logs on the Internet and launches the PowerStation Agent Application. Once the agent logs into the Hosted Dialing Server located at ChaseData’s Fiber Optic Facility, they will be able to make outbound predictive, preview and progressive based calls, as well as have the ability to receive incoming calls.
The cloud option makes sense for companies that need tools they may not have the money to obtain. Given the trend towards the hosted option, the cloud based predictive dialer ChaseData offers could be your company’s first step towards a hosted environment.
Chris DiMarco is a Managing Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page. Follow him on Twitter (News - Alert) @cpdimarco.
Edited by Stefanie Mosca