Call Centre Helper Magazine recently commented on the use of Predictive Diallers and the negative press subsequent silent calls have received. As one campaigner commented in the article on Call Centre Helper’s website;
“There may be some who think that it would be a good thing if silent calls were limited in this way – I do not. Ofcom’s duty is to eradicate silent calls, insofar as it can, not tolerate them,” said David Hickson, a silent calls campaigner.
PCMS have always been keen advocates of quality delivery and building relationships with our client and their end customer, for this reason PCMS have avoided using a Predictive Dialler in our Contact Centre where possible. Understandably campaigns which involve large numbers of calls require a dialler but PCMS have always been keen to have each agent ready to make each call therefore ensuring each outbound call builds a solid relationship with the consumer and avoid silent calls at all costs.
PCMS have developed a bespoke Power Dialler. This dialler allows each agent to make a greater number of calls, therefore saving our customers time and money, but ensures no silent calls are made as the agent is in full command of the call.
The nature of PCMS’ outbound calling business has meant this has been a real asset to our clients who want to maintain a good reputation and good satisfaction measures with their client base. PCMS are proud of our 97% customer satisfaction score and will always drive to maintain this.