Predictive dialer standards

[gregjanssen]

I have a few questions concerning the use of a predictive dialer and the industry standards around accepable service levels.

I'm interested in finding out what the industry standards are for:

The acceptable percentage of calls that hit the wait queue when using a predictive dialer?
The average wait queue time?
The abandon percentage?
We are currenly using Avaya'a Mosaix predictive dialer and are using it in a "non'agressive" manner.
We are keeping our abandon rate under 3%, but also want to limit the number of connects that hit the wait queue to 2% or less as well as keep the average wait time low.

Are there any legal regulations concerning these standards and if so what are they?

[Alan Clayton]

Running a dialer is an interesting task because you need to balance your firm's needs for productivity against your clients wishes and desires.

I would welcome the chance to talk to you in detail because I am not aware of any standards, as there are in Inbound work.

But, I can talk to you about how to optimize your results based on your needs and your customers needs.

I am not a consultant and wont charge you for the chat. :)

Regards

Alan

[Michael McKinlay]

There is in fact a great deal happening on standards. In the US be aware of what a number of states are doing. Note too that a couple of govt agencies, the FCC and the FTC have are deciding what controls if any to apply to the outbound market.

The net impact of all this in the next 12 months will mean that unrestrained dialing will probably be a thing of the past. Not just impacting abandoned calls, but other aspects of dialing such as the ability of dialers to keep the line open when no agent is free.

If you are making strategic investments in dialing, you want to be sure that your chosen dialer will be effective within the new controls that can be expected. And if you are dialing into the US on behalf of clients there, expect to have to work within controls.

To get a general view on what has been happening, and what to expect, see the newsletters at www.outboundfocus.com, a web site sponsored by our company.