Good morning Patrick,
So the grouping would be as follows
- Group A ~ between the hours of 8 am to 12 pm (their time zone, this could be PST, MST, CST, EST)
- Group B ~ between the hours of 12 pm to 5 pm (their time zone, this could be PST, MST, CST, EST)
- Group C ~ between the hours of 5 pm to 9 pm (their time zone, this could be PST, MST, CST, EST)
Our analytics team purchased an algorithm that reviews when a contact makes payments online or via phone and determines the likelihood of us being able to reach them if we did an outbound call to them. The variable value is stored in our contact lists.
We tried call analysis and an outbound flow, but that would not hold onto the connection until the desired grouping hour.
We tried pre-call rules but found that for smaller lists groups B and C were sent out early
We would like to avoid using a filter and having to manually change filters at the desired group windows.
We are also concerned that if we use sequencing, larger lists might not get to groups B or C and smaller lists would run groups B or C too early.
For compliance purposes, we can only 'ring' a contact once daily if that connection does not result in discussing their loan product.
Thank you,
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Eric Allen
Vervent, Inc.
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Original Message:
Sent: 05-17-2022 07:04
From: Patrick Johnson
Subject: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable
Hey Eric Apologize for the late reply. I have a question though. What is the max "Preferred" time frames will you have for each timezone?
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Patrick Johnson
Genesys - Employees
Senior Principal PS Consultant
Original Message:
Sent: 05-09-2022 10:13
From: Eric Allen
Subject: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable
Good morning Matt,
Thank you for sharing my question. For further clarification, our CRM adds an additional flag to the account record based on the contact's interaction with our dialer or payment systems. Based on their actions it calculates the probability of us getting in touch with the contact. For example, accounts with a flag of A means we will most likely be able to get a hold of them between the hours of 8 am ~ 12 pm (their time); B would be the hours of 12 pm ~ 5 pm (their time) and C would be 5 pm ~ 9 pm (their time). This would be an additional layer on top of timezone mapping or callable timeset.
Thank you,
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Eric Allen
Vervent, Inc.
Original Message:
Sent: 05-09-2022 09:03
From: Matt Lawson
Subject: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable
Hey Eric,
Like I mentioned this episode was discussed on this Month's episode of the Q&A Show by Above Average Joe Patrick. You can check out your answer here.
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Matt Lawson
Genesys - Employees
Online Community Manager
Original Message:
Sent: 05-04-2022 18:15
From: Eric Allen
Subject: Best Time to Call: Changing Outbound contact numbers in Outbound flow to make number uncallable
We are trying to leverage Best Time to Call values from an outbound contact list but are having issues that if the contact falls outside the callable window within the Outbound Flow the number is still being dialed. Is there a way to modify the call.contact."Phone" value to something that is uncallable prior to dialing? We would like the dialer to suspend the call until the callable window for the defined values opens up but with the limits in looping, the contact record eventually maxes out of the flow and is dialed, even if a Disconnect Action is added to an overflow or default path.
Thank you,
#ArchitectureandDesign
#Outbound
#Routing(ACD/IVR)
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Eric Allen
Vervent, Inc.
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