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OPC Maintains 'Excellent' Customer Service for Predictive Dialers

TMCnews Featured Article


September 01, 2010

OPC Maintains 'Excellent' Customer Service for Predictive Dialers

By David Sims, TMCnet Contributing Editor


OPC officials have announced that their Technical Support Department “continues to be rated ‘Excellent’ by our customers month after month.”

The company “understands the importance of service after the sale and offers a survey after each technical support session,” company officials say, adding that January customer support surveys reflected a 90 percent “Excellent” rating along with 8 percent “Good,” 1 percent “Fair” and only 1 disappointed -- “that turned into an ‘Excellent’ rating.”


In fact, among the comments the company’s received are “great! Eric fixed me in a matter of moments,” “Nice to have someone that will work with you so fast and so friendly,” “Excellent tech support, had a good conversation” and “The support technician was very helpful and the remote support tool is great.”

The company sells predictive dialers, and lists several advantages of the product including the fact that it manages the process of dialing tens of thousands of calls or tens of millions of calls in its lifetime as well as detects the result of the call. As an example: no answer, busy, fax, bad number, answering machine without any presence of human expertise - consequently saving time by only transferring calls which are voice connects to the agents locally or remotely.

Using a predictive dialer increases the productivity of the company by drastically increasing the time agents spend on the phone talking to actual customers or prospective clients.

Inbound calls can be better dealt with by allowing the customers to wait on hold in an IVR system, or given a way to leave a message they'd like a callback while the agent is busy talking with other customers.

Perhaps the most important benefit of a predictive dialer is it reduces expenses for your company over a period of time since you do not need to buy and deploy a complex and sometimes extremely expensive PBX (News - Alert) system. Your company will experience return of investment (ROI) in a period of six to twelve months.


David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Stefania Viscusi







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