Outbound Dialing-Time

[Chr1s]

Hi all,

Marginal changes in average handling time or other factors can cause massive changes in efficiency when it comes to inbound-activities.
There are queuing-rules and many other theories which help to increase inbound-efficiency.

Im wondering if there are rules and theories to increase efficiency in OUTBOUND-activities. In my case I'm talking about market-reserach. But I think in this case the rules for outbound-telemarketing etc. would be pretty much the same.

My main question is. How can I determine what's the ideal time an agent lets the phone ring before he cancels the attempt and starts the next?

Thank you for your help,

Chr1s

[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.

[Kepe]

Many records in the database to spare: you can use short ringtime and try few times. But if you like to reach lets say 80 % of the records in a list towards consumers you likely need to set maximum attemts to 20 times and use 20 seconds each time. To save time you better use a dialler in this senario. How manuall do you dial? If you use your finger on the dialpad you have better invest in some level of dialler, pre-view or even predictive. In this type of systems you can decide the ringtime and follow up with statistics on what works best on your particular target group.

Outbound to consumer daytime basically only works with a dialler. Look at the average times you need to dial per answer, if this is above 5-8 calls you better look at investing in a dialer.

Originally posted by Chr1s
Hi all,

Marginal changes in average handling time or other factors can cause massive changes in efficiency when it comes to inbound-activities.
There are queuing-rules and many other theories which help to increase inbound-efficiency.

Im wondering if there are rules and theories to increase efficiency in OUTBOUND-activities. In my case I'm talking about market-reserach. But I think in this case the rules for outbound-telemarketing etc. would be pretty much the same.

My main question is. How can I determine what's the ideal time an agent lets the phone ring before he cancels the attempt and starts the next?

Thank you for your help,

Chr1s