Automated voice response over predictive dialers.The time spent on outbound calling for the call center is one of the biggest drains on efficiency and resources. While predictive dialers An automatic telephone dialing system that dials from a list of numbers and turns the call over to an agent when a human responds. It increases productivity in a call center, because the agents can spend their time talking rather than waiting for calls to go through as well as hanging up have been used for years to help promote operational efficiency, more call centers are starting to abandon such technologies to focus on automated voice messaging Using voice mail as an alternative to electronic mail, in which voice messages are intentionally recorded, not because the recipient was not available. (AVM AVM 1 Acute viral meningitis, see there 2 Arteriovenous malformation, see there ). In the latest white paper from SoundBite Communications, Automated Voice Messaging Versus Predictive Dialers, the argument is made that AVM is now the most effective contact tool for the collection manager. The main reason that AVM is taking market share away from predictive dialers is that it eliminates waste from outbound contact attempts. Most outbound attempts for the collections call center result in connecting with the wrong party or an answering machine pickup. More than 80 percent of an agent's time can be consumed with these non-productive contacts. With AVM, agents can start spending the majority of their time talking to Noun 1. talking to - a lengthy rebuke; "a good lecture was my father's idea of discipline"; "the teacher gave him a talking to" lecture, speech rebuke, reprehension, reprimand, reproof, reproval - an act or expression of criticism and censure; "he had to the right parties and negotiating payments rather than dialing and leaving messages. SoundBite's white paper provides insight into how AVM can impact profit and losses; the available capacity and higher callback An authentication technique that calls the sender back. After connection is made, the receiving side breaks the connection and calls the sender to ensure that the logon was made from the authorized computer. Callback prevents a stolen ID and password from being used on a different machine. rates that can result from AVM implementation; how an AVM implementation can produce a reduction in full-time staff as well as agentless transactions; and an in-depth comparison between predictive dialers and AVM. View the full white paper at www.tmcnet.com/546.1 By Susan J. Campbell, TMCnet Contributing Editor A contributing editor is a magazine job title that varies in responsibilities. Most often, a contributing editor is a freelancer who has proven ability and readership draw. |
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