I’m looking at putting a dialler into my contact centre but I am after some recommendations on businesses to tender to.
As with most technologies now there are a lot of people out there and I am after the company that can help me to -
- Improve contact rate
- Improve productivity
- Reduce down time
- Report effectively
- Handle complex campaign management
Any recommendations on companies you’ve worked with would be most appreciated.
Hi Lee,
As you mentioned there are lots of diallers available and a great deal of difference between them.
You must decide between hosted and premise based solutions. Hosted can be a way to prove the concept of a dialler or for short term projects. Premise based solutions provide a more cost effective long term investment and generally have more functionality.
You already have a good grasp on what makes an effective dialler. Have you thought which dialling mode you would like to use?
Hope this starts to help. As I do not think you can mention companies on the forum.
A dialer would really be the heart of the call center, and it's efficiency, reliability and ease of use would drive a projects success. Lots of good options around which vary in cost and functionality, typically the more complex the dialer gets, the cost rises. So you need to get some points straight before you choose a dialer.
1. Are you looking for an in premise dialer? High upfront cost and high cost of ownership
2. Would your agents be in the same physical location?
3. Would you be ok with a hosted solution?
4. What countries do you need to dial out?
5. Do you have you own CRM that you would need the dialer to integrate with?
I myself have successfully launched and run a lot of campaigns, political, health insurance, sales etc. But sometimes one solution is not a fit for all.
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