[mgery]

Chris,
The same thought apply to Outbound; yet they are addressed differently. Before making a decision on how long to allow the agent's phone to ring, you may want to be educated on the regulations for seconds and abandons with the new Do Not Call legislation.

To increase your effectiveness in Outbound, staff to the number of contacts that your service agreement states. Then change the speed of the dialer, based on experience.

It is important that you keep the agents busy, so that they keep in peak performance. If you have the dialer set too slow or you have a agents not picking up the call a the first ring, you have a behavior to address, not a dialer to address.