Wait Time

[elead]

Have a touchstar predictive dialer system. It has 2 dialers one with 120 seats, strictly outbound with a 1.91:1 line ratio
Dialer 2 has 38 seats blended environment with a 4.0:1 line ratio.
Both dialers feed customer info from a SQL 2005 database to the dialer for campaign dialing.
Qeustion is that our average waittime is anywhere from 20-32% of total agent logon time. or about 40 seconds between calls average Is this high, low or OK?

Thanks

[Kevinized]

If you're saying you have about 160 agents you could be doing the same work with a lot less people by either correcting what's wrong with your current system or replace it with a better one.

40 seconds multiplied by 160 multiplied by the number of calls each day will equal the amount of idle time that can be eliminated with a good system.

kevin.maclean@myownsystems.com