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Wait time
Experian do provide great data so that is not likely to be the cause of the problem.
It's difficult to say whether it's the algorithm or not.
Can you post other stats such as talktime, wraptime. It would also help if you could post the call penetration to detail percentage of ans machines, wrong numbers, ring no answers, connects. Please could you also state what the line to agent ratio is as you may simply need to increase this.
Let me know here or if you do not want to disclose these stats on line you can contact me at tony.hudson at topstrata.com (replace the at with @)
As stated earlier, your average wait time between calls should not really go much above 10 seconds with an effective algorithm. Having looked at two of our customers today randomly they are operating at an average 7.1 secs and 9.8 secs between calls.
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