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  • July 22, 2019
  • - 3:17 pm
  • - Integra's Blog

Time Zones In Contact Centers

Mesa de trabajo 11 copia 19Timezones
Carina Soca

Carina Soca

Since several years ago, a good part of the call center services of the Hispanic countries (including bilingual services) are located in Central America. This is because in they provide a wide offer and the operating costs are the lowest in the market.

This implies, however, that several contacts are in countries with different time zones or simply in different areas of a country with multiple time zones. This reequires organization and logistics in the call center, to make calls within the appropriate hours for customers.

An example can be a United States company whose call center is located in Colombia. In this way, it is important that you keep in mind several time zones. To make the assignment easier, you must extend the dialing time of the dialers.

No one wants to disturb their clients while they are sleeping. This is why it is important to be able to manage when the dialers are active and when the contacts are to be called. For this, uContact allows you to select the time zone of the list when uploading it.

What does this mean? The idea is that each time zone tells the dialer when it should call a contact list. The different time zones are selected when uploading a list to the dialer.

The server decides when to select a list that can be called, taking into account the time configured for the dialer and the time zone of the list that contains the record. In addition, calls that are respooled and rescheduled will not b called at inappropriate times.

The decision to do it by lists and not by contacts is to improve the life cycle of the lists. In this way lists are not stopped for not having more contacts in the time zone, which makes the traceability and the execution of the markers complex.

With the possibility of selecting time zones, it is much easier to call anywhere on either side.

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