It is estimated that around 1 million people are employed in call centres in the United Kingdom. Around 40% of call centre activity is outbound. Do the maths; make allowance for part-time working, holidays and so on – and a conservative calculation shows that outbound call centre activity adds up to 60 million days a year.
If you run a manual outbound operation the chances are that you will have little or no idea how that time is spent. Dialler automation changes all that by providing detailed information about activity and performance:
- How many calls have you made?
- Who is making the calls?
- How long does each call take?
- What’s the after-call administrative overhead?
- When is the best time to reach your audience?