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Mindshare Introduces Fully Automated Predictive Dialer Platform

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March 28, 2012

Mindshare Introduces Fully Automated Predictive Dialer Platform

By Deepika Mala, TMCnet Contributor

A predictive dialer serves as one of the most important aspects for every call centers. It dials a list of preset telephone numbers and connects answered calls to the people making the calls.

Recognizing the importance of this technology, Mindshare Technologies has recently introduced an automated call-back service called Outbound Dial for call centers.

This call center solution complete with predictive dialing technology gathers customer feedback to gauge the effectiveness of service interactions. It helps Mindshare's clients in the call center and service industries ensure that their customers are consistently receiving high levels of quality service.

With Outbound Dial's automated call-back feature, within three minutes of an interaction between a customer and a service representative, a customer will receive a quick, customized survey. This gives customers the opportunity to rate specific aspects of their recently completed interaction and provide real-time feedback to call center management for future training.

In a press release, Jon Grover, VP of product development at Mindshare, said, "Many call centers and service clients already use some sort of follow-up method that measures the performance of their agents, but our clients were looking for an easier, cost-effective option that would increase the quality of customer interactions."

He further added, "We developed Outbound Dial with this in mind, and have included several features that simplify the process while optimizing outcomes. And because the survey is managed by Mindshare rather than being done in-house, it really cuts down on the potential for fraudulent results."

Featuring a scheduling component with time zone support, Outbound Dial helps to make follow-up calls at the appropriate time.  In addition, these customizable surveys are made available in any language, allowing customers of Mindshare to meaningfully connect with all of their diverse customers.

"This new offering is tailored for our many call center and services clients, but it has the potential to reach into other industries that focus on building customer relationships," John Sperry, CEO of Mindshare added. "We will continue to develop new services that help our clients to smartly utilize customer feedback."

Edited by Jamie Epstein

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