TMCnews Featured Article
October 15, 2010
Predictive Dialers Help Drive Success in Chile Call Centers
By Susan J. Campbell, TMCnet Contributing Editor
Predictive dialers can go a long way to providing a streamlined experience within the call center, driving efficiency and productivity. For the call center industry in Chile, growth in 2010 was 5-6 percent as companies there are moving towards hosted solutions and recording technology.
This finding was from an IDC (News - Alert) report. The research firm anticipates the value of the industry in Chile to be just over $17 million, an increase from $16 million in 2009. It was during that time that growth was flat in terms of dollars and many companies were returning to in-house call center systems. Interestingly, Chile’s call center market is considered quite mature for Latin America.
Given the size of the market, however, investment levels are actually below those seen in Brazil and Argentina. The good news there are growth areas and the financial services sector is a traditional investor in basic call center technology for inbound calls. This technology includes automatic call distribution, Interactive Voice Response and for outbound calls where predictive dialers are used.
Predictive dialers help to ensure the call center can more accurately connect live agents with live customers on the other end of the line. Without this technology in place, it is difficult for a call center to thrive as too much time is wasted on wrong numbers, busy lines or disconnected phones. Businesses operating in the financial services sector have traditionally recorded certain calls, especially as it is often required by law to conduct this activity.
Other segments, however, such as retail and telecommunications operators, are also using this technology during marketing campaigns and for other focuses. IDC research also found that hosted call centers are becoming a trend as more companies are recognizing the virtues of such a business model. This allows the company to maintain control over the human resources, but outsource the costly infrastructure.
"Companies have realized that their clients are their core business and therefore prefer the agents to be their own employees, but they don't want or don't have the resources to do all the technical implementation of a call center," an IDC analyst said. Agents are truly the lifeblood of the call center, but they need to be given the tools to be successful in that environment. One of those tools is the predictive dialer as it enables the call center agent to handle a higher volume of calls and still meet their objectives. As its use increases in Chile call centers, success stories will continue to emerge.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Juliana Kenny
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