Predictive dialers are largely used in call centers to improve agent productivity. The increased use of predictive dialer technology has, however, created the need for compliance as they risk not adhering to regulatory guidelines set by different agencies. Thus, complying with regulations while striving to reach the goals placed on outbound campaigns is a huge challenge for most contact centers.
Rostrvm Solutions (News - Alert), a provider of contact center software applications, is helping call centers address the challenges associated with predictive dialer-based outbound campaigns. The call center solutions provider helps clients use intelligence from inbound communications to not only aid compliance, but also achieve a significant increase in outbound contact success.
For example, the Rostrvm call center suite enables contact centers to obtain intelligence including what time a customer chooses to call a call center agent so that the call center can contact him/her at that same time. These types of analytics gives call centers the ability to catch customers when they are most likely to be in the buying mode.
Such intelligence from inbound communications can be used to gain as much as a double-digit increase in outbound operational efficiency, depending on specific campaign circumstances, according to Rostrvm Solutions. Additionally, inbound intelligence allows contact centers to utilize their calling agents more effectively because they are less likely to be waiting around to speak to customers.
“Having intelligence from inbound data, which enables you to plan calls, puts you ahead of those who dial blindly, hoping to make contact, because around 70 percent of their attempts will fail," said Ken Reid from Rostrvm, in a statement.
In a related development in the industry, TCN, a provider of hosted call center technologies, has launched its revamped legal compliance tool called Double Confirmation. This robust solution is assisting call centers to measure up to compliance requirements set by state and federal agencies.
Edited by Jamie Epstein