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Operations Data Management Consultant
Assistant Vice President - Head of IT Customer Service
VP, Product and Segment Marketing
Using Predictive Dialers
Today, many companies around the world utilize predictive dialing technology to screen out answer phones, dead lines etc. and increase productivity. Recently, a major cellular service provider called my cell phone and then, as soon as I answered it, put me on hold for several minutes whilst the system located an agent to talk to me. Here in North America I have to pay to receive a call and the cellular company made no apology for the delay in connecting me to an agent/rep – so here they are using a dialer and making me pay for the call on their network – bizarre but true! If you use a dialer, try and make sure you don’t keep customers on hold because the system is not set correctly – especially not at their expense!