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What best practice to be followed when agents have a list of customers to be dialed in a particular sort criteria and dialer is using a single Calling list.

  • 1.  What best practice to be followed when agents have a list of customers to be dialed in a particular sort criteria and dialer is using a single Calling list.

    Posted 10-26-2020 04:33
    Dears,

    We are looking for a solution to a business problem where the agents who are using the Interaction dialer is not able to reach the bottom of the list of customers mapped to them and even if they are able to reach the final customers, they are sitting idle waiting for the other agents to reach the bottom of their list.

    Let me elaborate the situation to understand it better.

    There is a single Campaign and a Master calling list for all the customers. We are using here skill based dialing to map each agent with a set of customer records. Each customer record in the calling list has a field with the Agent ID. This is mapped with Skill set in the campaign and each agent is assigned with his skill (Agent ID). This way an agent will have a set of customers to be dialed from the master calling list.

    There is a sort criteria by which the dialer picks the records to the agents for dialing (Preview Mode). In the beginning of the month, some of the agents reach halfway mark of their list, some reach bottom, some are just in the first quarter of their list. Around 70% of these calls are disposed as No Answer or Busy, which makes these customer record Callable again. The agents who reach the bottom of their list have to sit idle even when they have callable records till the other agents reach the bottom of the list. This was overcome by recycling the list, which picks the callable records again and sends to the agent who are idle. However, this causes a bigger problem for other agents who have not yet reached the bottom of their list. Once it is recycled, the agents who are halfway mark are provided with the customers who have been dialed a day before or the same day because of the sort criteria. This makes these agents to never reach the bottom of their list and they are in a loop where the dialer picks the records from the top again once it is recycled.

    I would like to have a discussion on how a solution can be found for this situation. Please share your thoughts and recommendations on the best practices to have the agents complete the list of customers assigned to them.



    #Outbound

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    Thank You
    Best Regards,

    Rashid Yusuf
    BTC Networks Saudi Arabia
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  • 2.  RE: What best practice to be followed when agents have a list of customers to be dialed in a particular sort criteria and dialer is using a single Calling list.

    GENESYS
    Posted 10-26-2020 10:43
    I would recommend adding another sort based on time of last attempt, or number of attempts. This way, you will force the recent contacts / attempts to the bottom of the list and always start with those who you haven't called for some time.

    HTH

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    Paul Simpson
    Senior Technical Instructor
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