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We have found with outbound calls we work backwards from the business objective. In order to calculate staffing requirements. If the objective is to contact x number of clients in a month. We would then use
Connects Desired = Total Dialer Man Hours
Calls per hour 7.0 hour per man day(8.5 hour day minus breaks and shrinkage
From this are able to forecast the number of agent to complete the objective in the time required.
If you are looking for a sales objective you should substitute RPC (Right Party Connects) into Connects Desired). This will also help in building a list size
On the second question:. If your are already using a Predictive Dialer, you need to look at the algorithm used on the job.
If not I would suggest starting the RFP process or ROI
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Ian Godfrey
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