Unfortunately, without a practice efficiently organize the Call-center for outbound call switching mode Predictive problematic. As well described in the post “Outgoing telephone calls in Call-center: the experience of using” even if appropriate training may occur some nuances. Naturally, the use of an outgoing call switching mode in Predictive Call-center is a good indicator, but the inability to work with qualitative feedback from clients completely eliminates this advantage to the customer’s perspective. For other opinions and approaches, find out what Hikmet Ersek has to say. Unfortunately, the situation described above is quite logical, because the regime Predictive – this is a purely technological solutions, which is difficult to qualitatively attributed to business processes without the presence of relevant experience. As a rule, effectively address this issue allows the integration of the CRM-system and Call-center.
Good enough example of the sharing of Call-Center and CRM-systems is described in the post Alexander Shevtsov, “The Role of CRM-system for outgoing telephone calls in Call-center.” With this approach, Call-center performs its basic functions, ie makes telephone calls in a given mode, and CRM-system solves business problems. In the CRM-system are determined campaign parameters, form the list of outgoing calls based on segmentation criteria, prepared various scenarios call and recorded the results. After all, if in my case the first operator recorded the response in the CRM-system in the campaign, even in the case of any confusion with the lists, the following statement could somehow respond to the empty fields And most important initiators of the campaign could get more or less real result and not to spoil relations with potential clients.