Rostrvm Rolls Out New Call Center Predictive Dialer
May 28, 2008
By Michael Dinan
A new predictive dialer from a British manufacturer is helping call center agents and campaign managers forge relationships with customers in a new way, the product’s developer announced today.
The so-called “rostrvm OutBound,” from Rostrvm Solutions, creates relationships by ensuring that follow-up activity with customers is always done by the employee who first spoke to that customer, officials said.
According to Ken Reid, Rostrvm’s marketing director, the technology marks a major step forward from mere volume-seeking legacy predictive dialers.
“The old-fashioned dialer methodology was to make as many calls as possible, as quickly as possible, in the hope that enough calls would produce results,” Reid said. “Today’s environment is much more subtle, with campaign managers carefully controlling activity, reaching the target audience with a softer approach that uses the dialer algorithms to drive operational efficiency.”
Widely used in call centers, a predictive dialer is a computerized system that automatically dials batches of telephone numbers for connection to agents assigned to sales or other campaigns.
Company officials say the OutBound’s features are geared to maximize a call business’ outcomes and process-flow. For example, a follow-up call sometimes must be made by someone other than the employee who placed the first one, such as when a contact center’s business process requires order verification. With OutBound, any recorded business outcome can automatically drive a further contact, such as a verification call, an email or a text message.
In addition to OutBound, Rostrvm’s 7.1 release includes a so-called “callback diary” that allows a contact center worker to see all call commitments before making any new call-back arrangements, according to the company. The feature is designed to help avoid making too many appointments, company officials say.
“The diary facility is another component supporting modern outbound call centre practice – delivering optimum productivity whilst keeping promises to the individual customer,” Reid said.
Michael Dinan is a TMCNet Editor. To read more of his articles, please visit his columnist page.
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