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  • 1.  Progressive Dial Abandonment Rate Target

    Posted 09-03-2018 21:42
    No replies, thread closed.
    Hi All

    I've recently implemented progressive dialing in our Contact Centre and I'm seeing abandonment rate between 3% - 8%.

    I'd like to know what everyone is targeting as a baseline and what a realistic target is.

    I'm personally targeting <=2%.

    Our Contact Centre is quite small with only 22 agents across 4 progressive campaigns.

    Please share your target and what you are actually achieving along with any tips to reduce.

    Thanks

    ------------------------------
    Peter Dimatulac
    BizCover
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  • 2.  RE: Progressive Dial Abandonment Rate Target

    Posted 09-05-2018 10:22
    No replies, thread closed.
    Hey Peter,

    3-8% seems a bit high. Are you using Persistent Connection with webRTC phones? We use POWER dialer, which in theory should have a much higher abandon rate than Progressive, but we are sitting around 3-4%. 

    -Mike

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    Michael Cofer
    Liberty Power Corp
    mcofer@libertypowercorp.com
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  • 3.  RE: Progressive Dial Abandonment Rate Target

    Posted 09-11-2018 16:59
    No replies, thread closed.
    When you look at calls dialed, are you seeing one call dialed on each of the 4 campaigns when an agent comes available? I'm not sure it is a good practice to have agents on multiple Progressive campaigns at the same time, but I don't see a best practice listed in the Resource Center. I need to do some checking.

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    George Ganahl
    Principal Program Manager
    Genesys
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  • 4.  RE: Progressive Dial Abandonment Rate Target

    Posted 09-11-2018 17:06
    No replies, thread closed.
    Doing some research, here is a comment I found regarding what can happen when using the same queue/pool of agents for multiple simultaneous Progressive campaigns:

    "It could [cause abandoned calls]. It means if you are running 2 progressive campaigns against the same queue each time the agent comes available we will place a call for either one campaign, the other campaign, both campaigns, or neither campaigns with equal chances."

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    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


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