Predictive Dialing Call Center Leads to Gain Performance Driven Results in Workflow Management
S. Khaleel Ahamed
Dr. S. Khaleel Ahamed, Associate Professor, Department of Computer Science and Engineering, Bharath College of Engineering and Technology, Kadapa (Andhra Pradesh), India.
Manuscript received on 21 November 2019 | Revised Manuscript received on 04 December 2019 | Manuscript Published on 10 December 2019 | PP: 435-439 | Volume-8 Issue-3S2 October 2019 | Retrieval Number: C10831083S219/2019©BEIESP | DOI: 10.35940/ijrte.C1083.1083S219
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Today, outbound contact centers are used by businesses for a wide range of purposes— including telemarketing, sales, surveys, fundraising, and other events. While these practices may produce positive business results, contact center agents and managers also need the right tools to manage outbound operations and maximize customer experience although reducing costs. Using the right mix of outbound communications tools can strengthen business outcomes, In particular as the number of contact centers is rising, the transition from cost centers to profit centers. Sixty-nine percent of strategic decision-makers for contact centers in the U.S. and U.K. believe they are critical revenue generators for their organizations, according to Loudhouse Research. Arming agents with the right outbound communication tools is a critical requirement for success, particularly since the bulk of outbound activities are labor-related and companies are looking to generate the greatest possible productivity from their agents.
Keywords: Bigdata, Predictive Dialing, ACD, IVR, Outbound, Inbound.
Scope of the Article: Process and Workflow Management