UniversalSystems, Minneapolis, yesterday announced a new service for call centers that use predictive dialers. The solution screens outbound calls to ensure that agents always connect with the right party on the other end of the line.
All calls made by a call center's predictive dialer are routed through live UniversalSystems operators. The operators pass the call along to call center agents only if the party desired by the company doing the outbound campaign picks up the phone. The package can be used with the call center's own predictive dialers, or UniversalSystems can provide dialers of its own.
Call center operators on average spend 50 percent of their time screening out calls made by predictive dialers to wrong parties, according to UniversalSystems. The solution allows call centers to increase agent productivity and to reduce staff needed for outbound campaigns, the company said.