A dialler will call a list of telephone numbers that have been uploaded to it and then connect the call to a person that works within the call centre, typically referred to as an agent. A predictive dialler takes this concept a step further by using complex algorithms that are designed to reduce the amount of time that an agent will spend waiting for the next call, whilst reducing the chances of a call being made to somebody and there being no agent to speak with them.
In the contact centre industry, the importance of consistently high call quality cannot be understated. It is, after all, the fundamental purpose of a contact centre to make outbound calls to individuals, and due to the significant overheads associated with a contact centre operation, they simply cannot afford to drop calls or have bad call quality at any time. The significance of dropped calls and bad call quality cannot be understated due to the severe impact that it can have on the contact centre operation. This article explores some considerations that are necessary to ensure that call quality doesn't adversely affect your operation.