Predictive dialers are many steps removed from their predessors, the automatic dialers of the past. Whereas automatic dialing allowed callcenter agencies to dial numbers quickly and efficiently, predictive dialing also processes and makes use of a whole range of information, linking callers to live voices every single time. In fact, with predictive dialing, agents' 'talk time' has increased from an average of twenty minutes per hour to fifty minutes per hour. This is a fabulous rate of improvement - instead of wasting more than half of their time on listening to busy signals and answering machine messages, agents now spend the majority of their time engaged in producting interaction. The dialer also manages the line to agent ratio by pacing the call rate at the desired level. In this way, quotas are met, and agents are neither idle nor overwhelmed. In other words, because the hardware and software does its job, agents are able to spend much more time doing theirs. And of course, increased contact time means that the center's goals are reached much more quickly.
In many ways, it is still true that the real value of a call center depends on its 'human capital' - the agents who interact with clients and potential clients. The more the center's human capital is brought to the forefront, the more everyone benefits. The aim of technology, therefore, is to maximize the time that agents are able to spend doing what only they can do - conversing, communicating, interacting. Predictive dialing and other call center technology represents a perfect symbiosis between person and machine.
A predictive dialing system is able to keep track of which agents are available, while monitoring the responses to the outgoing calls that it makes. Numbers that are busy, disconnected, fax lines, or calls that are answered by machines or voicemail systems are not connected to an agent. Only the calls that are answered by a live voice are put through to an agent, which means that the agent spends almost all of his or her time on the line with a live person. Facilitating and maximizing talk time is the goal of every call center.
The hidden benefit in all this is the fact that the agent is much less likely to get bored or disheartened. Human contact is important to everybody, and particularly to those who select careers that highlight communication. Many of the agents who choose to work in call centers are there precisely because they are attracted to the work due to the fact that they have excellent communication skills and enjoy interacting with people. An endless stream of answering machines or busy signals is bound to frustrate them. When they are able to spend fifty minutes out of each hour actually interacting with clients, however, the agents find that time goes by much faster and their workday is more varied and interesting. Furthermore, they know that their skills are valued, and that their company supports them by investing in the appropriate technology.
Predictive dialing technology is improving all the time. One problem that we occasionally still encounter is a short lag between the time the outgoing call is answered and the time the agent gets on the line. Generally, this is only a matter of a few seconds, and some systems play a short recorded message during this time. Nevertheless, any sort of lag time increases the possibility that the potential client will become confused, and that part of the agent's talk time will be spent sorting out the confusion. There is also the chance that the client may hang up. Therefore, measures are being taken to speed up voice connects and minimize this lag time to the point where it may become imperceptible.
Predictive dialing has revolutionized call centers, and has the potential to continue doing so. Calls are made much more efficiently, employees are happier, and the goals of the call center are likely to be me much faster. Now that this technology is readily available (and improving all the time) it would be almost unthinkable for any sizable call center not to invest in predictive dialers.
Psychology Of Human Interaction
The Internet is probably one of the best things that ever happened to us. The age of information has dawned upon us with the invention of this wonderful technology and today we have access to an incredible volume of knowledge. We access the Internet to find the information we are interested in, to do our shopping and also to interact with other passionate Internet users. The most exciting and fun way to communicate using the Internet technology is through blogs.
Blogs are also called online journals and they can be found all over the Internet. Most of them are meant for public viewing and some of them are private. However the case may be, they represent personal forms of expressions and incredible ways to communicate. Social blogging is the newest form of human interaction, as people post and comment on the various blogs present on the Internet, presenting their opinion, ideas and concepts. We are all part of the ongoing revolution that takes part on the Internet and we all love to blog.
Social blogging has evolved along with the development of the Internet technology. Nowadays, Internet users are part of true blogging communities, respecting their status and improving their communications skills. There is no better way to talk about anything you feel like it than on the Internet. Did you see something funny on the TV? Have you heard breaking news at the radio? Did you have an awful dream last night? How about an epiphany? All these ideas can be introduces into a blog and posted on the Internet. The important thing is that you make the content interesting to read and worth the time for your readers. Catchy titles and the proper use of vocabulary are a must. Social blogging is all about transmitting information, thoughts or feelings but all of them must be imparted the right way.
After the Internet technology started to grow more and more, it was only a matter of time before social blogging developed as well. Social blogging sites are filled with fresh and up-to-date content provided by various Internet users, all looking for the same things: to find a connection. The ability to interchange information and ideas, meaning to communicate is one of the most beautiful things we have been gifted with. And how is it to use it to post various blogs on the Internet? Not only can we keep our friends and kinsfolk aware of what we are doing and what are our most recent plans, but we can express our very own opinions, without any judgment whatsoever. Sure, other users have the right to comment on your blogs but you do not have to read or care about them. It's your choice and that is one of the greatest things about social blogging, the freedom of expression and choice at the same time.
The Internet is filled with articles and blogs about blogs. You can discover why blogs are so successful and there are also various sources that teach you how to write a blog entry. They draw attention to the way you present your information, especially when it comes to content density. This is why micro blogging has started to gain popularity, due to the posts being very short and yet full of meaning. Internet users prefer this kind of blogging because they can concentrate their message or information in merely 200 characters and still feel like they've interacted online. Micro blogging is ideal for sharing personal information including any hobbies or interests you may have, plus age, gender or the country you are from. It can present a great concern for other Internet users who want to know you better, thus contributing once more to the development of the social blogging concept.
Blogs are considered as the excellent environment for the exchange of ideas, various discussions and human interactions. Micro blogging is rather different from other types of blogging, being more suitable for descriptions and brief presentations. It is widely used in various parts of the world, under different names and having diverse characteristics. When it comes to micro-blogging, the posts can be entered using various technologies, including the web, personal email and even cellular phones. These text updates can be described as both concise and succinct, representing another great way to communicate. No matter how you call it ? social or micro blogging ? the fundamentals are the same. In the end, it all comes down to our need to communicate, express our feelings and thoughts even if it is by using the Internet.
Both Trevor Mulholland & Clint Jhonson are contributors for EditorialToday. The above articles have been edited for relevancy and timeliness. All write-ups, reviews, tips and guides published by EditorialToday.com and its partners or affiliates are for informational purposes only. They should not be used for any legal or any other type of advice. We do not endorse any author, contributor, writer or article posted by our team.
Trevor Mulholland has sinced written about articles on various topics from Arts, Acne Treatment and Low Carb Diet. Prodialing strives to provide concise information concerning the high tech arena of callcenters, including predictive dialers (
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