One of my favorite short essays is Robert Fulghum’s “All I Really Need to Know I Learned in Kindergarten.” This capsule of wisdom takes only about a minute to read, but can be pondered for a lifetime.
The first principle the author lists is “Share everything.” Some things won’t diminish as we share them: Wisdom, knowledge, a good book, a game, a dance, love. Other items are more finite such as sharing a cookie, a meal or your time. Sharing can also multiply efficiency such as sharing a cab, sharing work or sharing an apartment.
Dialing technology is more efficient when it shares, too. Your dialer has a limited number of phone lines at its disposal to use for inbound calls, agent-initiated calls and unattended Interactive Communication (IVR Messaging). Depending on your required usage, your system may have 16 lines, 64 lines or hundreds of lines available.
Older technology required you to pre-define how many lines may be used for each dialing application. Advancements in IAT’s CT Center development allow the finite number of phone lines to be dynamically distributed among incoming, agent outbound and IVR Messaging. This feature is available on all CT Center 8.0 or later releases.
Receiving inbound calls is always the top priority. These calls are usually debtors trying to pay or settle their financial obligations. Resource sharing logic assures that lines are always made available for incoming calls. As inbound calls are received, the dialer reserves additional lines, so there is never an interruption in inbound calling service. Then, as the calls hang up, the dialer reevaluates the number of lines in use and adjusts the number of reserved lines accordingly.
Outbound calls for agents are the second priority. These calls are important to making live contact with debtors. Once the inbound line requirements are satisfied, dynamic resource distribution logic makes sure there are enough lines available to dial and find contacts for agents.
IVR Messaging calls are the last priority. These unattended calls, although important, have a less critical priority than the agent-attended calls. Once a sufficient number of phone lines have been reserved for current inbound and agent outbound calls, the remaining lines can be used for IVR Messaging.
The real value of resource sharing logic is that it works in real time. The number of phone lines allocated to a specific service will change immediately based on usage and priority. This results in a more efficient use of dialing resources.
Sharing is a principle we learned in kindergarten. CT Center has developed phone line Resource Sharing to allow your dialers to work more efficiently with fewer dropped calls—using fewer resources—thereby increasing your bottom line.
This article was written by Vic