In recent posts, we’ve compared true/dynamic predictive dialing and static dialing.
A key difference between the two is who paces the dialer—who determines how many phone lines are used each time the dialer attempts to reach a live contact. With static dialing, it’s the manager. With true predictive dialing (also called dynamic predictive dialing), it’s the dialer.
What this management difference means for your collection process. I thought it would be helpful to illustrate the consequences of using each kind of dialer, for both the agent and manager. Below is a hypothetical scenario for two companies: Static Dialing Co. and Dynamic Dialing Co.
For simplicity’s sake, the two companies are using the same list, dialing at the same time of day and have 5 agents each. The only difference is the kind of dialer. Static Dialing Co. is using a static predictive dialer. Dynamic Dialing Co. is using a true predictive dialer.
Below is a snapshot of each agency during a few dialer calling attempts. The Live Contact total is for the whole list, not just the agent.
15th Live Contact
Everything appears to be going well. Both dialers are hitting the sweet spot at 3 dialing resources. Nobody on hold, no long wait times for agents.
Then, the hit rate decreases.
30th Live Contact
Static Dialing Co.’s Manager is closely monitoring the dialer’s hit rate. After awhile, he notices the agents have long wait times (for instance, in the above example it took 6 phone lines to find 1 live contact). The manager increases the dialers per agent to 4. Then he takes a quick break.
Dynamic Dialing Co.’s predictive dialer is continually monitoring the hit rate and it also adjusts to 4 phone lines. Through this process, the agents’ wait time stays low. Nobody but the dialer notices a change. (Oh yeah, this manager takes a quick break, too.)
The list’s hit rate suddenly increases—more people are answering the phone! And agents 2 & 3 are ready for calls very close together.
45th Live Contact
Static Dialing Co. now has 2 live answers on hold—both hang up before an agent becomes available. The 50% hit rate continues. The agents have very short wait times, but half the live contacts are placed on hold and hang up after waiting 15 or 20 seconds. When the manager returns from his break, it takes him best online casino a few minutes to realize the dialer pacing is too fast. He adjusts to 3 dialers per/agent; this helps the hold rate, but only slightly.
Dynamic Dialing Co.’s predictive dialer automatically adjusts the pacing and when it starts dialing for the next agent, it only uses 2 dialers. Meanwhile, Dynamic Dialing Co.’s manager also returns from her break and begins monitoring a newer agent’s calls, without even thinking to check the dialer’s pacing.
And the day continues…
Static dialing: Time-intense, not very accurate. For the manager of Static Dialing Co. finding that perfect dialing rate is just lucky/random. (He’s guessing!) Every time he adjusts the dialing rate, his agents have long wait times or many calls are placed on hold. He must continually monitor the dialer, so it doesn’t sway too much one way or the other. There is little time for anything else—the manager must concentrate all his efforts on the dialer.
Dynamic dialing: Automatic, very accurate. Dynamic Dialing Co.’s predictive dialer does all the monitoring. It uses smart algorithms to make the appropriate changes. Few if any calls are placed on hold and agent wait times are low. The Manager concentrates on helping the agents.
Which company’s experience best fits your own situation?
If you find your situation like that at Static Dialing Co., maybe it’s time to rethink your dialing choice. A true predictive dialer will eliminate the guessing, keep your agents busy and let you concentrate on something more than dialer babysitting. For more information about dynamic dialing, contact IAT.
This article was written by Kendra