Dialer Pacing

[n_meghanath]

What is the pros and cons of assigning different pacing (Agent ratio) in different queues for a sales campaign for existing customer?

[Jaydeep]

What you are asking is still not clear to me, are you talking about skill based routing? or are you talking about assigning different sessions to different groups?
Well, it does depend a lot on the dialer that you are using or the ERP that you might be pulling data from (drawing analogy between past performance with present situation)

Jaydeep.M

[n_meghanath]

Thanks jaydeep,

Well we are using davox as our dailer and we were concern on the abort and drop calls when we dail out. So taking these into consideration if we talk about the pacing, would you have some idea about considering the Pacing in Agent ration mode or as target percentage (connects)?

Cheers

[Jaydeep]

Ok, to begin with, how many T1 lines do you guys have and what is the total number of seats available, and also how many seats are active at any given point in time.
Also, what is the existing pacing that you guys are having & consequently how is it reflecting on the drop calls.

In all diallers there is an automatic pacing mode, wherein you just have to enter the maximum abandon rate that you want to have and the dialler will automatically take care of the rest. As far as I remember working with Davox, it is very much possible to activate an auto mode.

This issue is of high importance as I am sure that you must be aware that the FTC rules state that the abandon call percentage cannot exceed a certain value, and in some states like CA the drop call percentage should be not more than 1%.


JM

[n_meghanath]

Thank you for the piece of information, as of now we are running the dialer on 1:1 pacing (Agent Ratio), and the total FTE is about 13 per day. about availability of trunks we have lots. still we face drop rates very high. Is there any formula that would help us forecast the abort rate considering the conditions set on the dailer.

Appreciate your inputs.

[tarunpuri]

Hi,

Well there are no cons of having a different pacing, provided you keep in mind the drop ratio allowed and the abandon%, as rightly mentioned by Jaydeep.

Most critical in this would be watching the agent performance every hour and changing the pacing, as the performance varies agent wise by the hour and daily.

Hence before the start of the shift a Call plan should be set i.e. agentwise / groups of agents based on the previous days performance.

Ensure that the data is shared with the Team managers and the Team Leaders every hour so that they can set the action plan accordingly on the floor i.e. which agent do they have to monitor / coach more etc.

If this is done im sure that this would get you your PEAK performance / SPH from your team.

Have Fun
Tarun Puri
Email : tpuri@rediffmail.com
Mobile : +91 98111 41111