In trying to make the bigger choices, we might ask ourselves the following: What are my options? How do I know what is the best choice? What if I change my mind later? Does one option work better than the other? Which will give me the best results? We often perform research to determine the best choice.
If you’ve used IAT’s agent toolbar, you know there are multiple agent type and dialing mode options. You may even be asking some of the above questions. It’s important to select the best login options to maximize your agents’ time. Let’s discuss the choices so you will make the best decision for your business.
Possible options: PD Agent or IC Agent.
PD Agent is for those working exclusively on the dialer. PD Agent is for those whose primary duties while logged in are to accept outbound dialer calls and/or inbound calls coming through the dialing system. They maintain a phone and agent dialer connection.
IC Agent is for those with mainly “off dialer” duties. Agents do not maintain a phone connection or monitor an agent screen. Agents log onto the dialer either via a phone or the Agent Access application and then hang up the phone or minimize the screen. They can then go about other tasks and wait for the dialer to notify them of a call. This is typically used with a message campaign.
Possible options: Predictive, Power, Preview, Passive, and Dial Request*.
Predictive dialing is ideal with multiple agents working in a pooled environment. The dialer uses predictive algorithms to keep track of several pieces of data including average call lengths, hit rates, number of agents, etc. Using this information it dials numbers in advance to ensure that calls are constant with little— if any—wait time between calls.
Power dialing is ideal for one agent working an individual list. The dialer waits for the agent to finish a call and then proceeds to dial for another live contact.
Preview dialing is ideal when agents need to review the account before calling. Agents view account information before requesting the dialer attempt the call.
Passive dialing is ideal for agents not actively working on the dialer. The dialer does not make calls for this person. They are available for overflow calls, but are mainly working on other tasks. The passive agent is notified of the call and has the ability to accept or reject the call.
Dial Request is ideal for agents making manual calls. Agents can enter the number from the toolbar and then have the dialer make the call. Then the agent hears and monitors the call progress. Since the call was made through the dialer, it is tracked and monitored like any other dialer call.
Hopefully this helps your agents make the correct choice for logging onto the dialer. There are also manager functions that allow you to make these choices for them.
Now…What should I have for lunch?
*Dial Request is available on the agent toolbar, not from the login menu.
This article was written by Paul