Diallers in contact centres used to be about mass contact – for example using a predictive dialler to support debt collection. Today’s precision dialling technology means that requests for contact such as emails, tweets and chats can be fed into the dialler to deliver a fast, personal response to customers whilst managing and monitoring your most important resource – your agents.
Your contact centre’s purpose has changed from transactional activity to one where your customers can contact you for a wide range of reasons and through a variety of communication channels – you can talk to your clients on the phone, by email, text message, chat, social media … the list goes on.
One thing that we know for certain is that predictive dialler use will continue be a focus for regulators; this will drive predictive dialler users to look again at the dialler’s role in customer relationship management.
Rostrvm Solutions Limited is a software company. We design, develop and support the rostrvm suite of applications that make call centres, contact centres and back office operations work efficiently and effectively.