I sometimes wonder whether it’s a coincidence the words “pets” and “pest” are made from the same letters. Don’t get me wrong, I do enjoy being a pet owner. It’s nice to have a friend whose biggest demands are food and attention. I’ve also heard studies show owning pets provide health benefits as well. They can ease anxiety, lower blood pressure and even help build your immune system. Of course, there are a few undesirable things associated with pet* ownership. Cleaning the litter box, lawn, or fish tank probably top that list—and for good reason!
Owning a dialing solution has benefits, too. Predictive dialers increase the productivity of your company—giving you a healthy ROI—and decrease the time and headaches required to keep agents busy with live contacts—easing your manager’s anxiety and stress. Everything can be set up so agents just sit down and get to work; the dialer sends the live transfers to the right agents at the right time for that specific list. Still, there are probably things with your dialer solution—whether premise or hosted—that you don’t like doing either. Like your pets, these chores are essential and won’t go away.
One of the most commonly neglected chores we’ve seen is list management. To be more specific, it’s the failure to manage the accounts on lists. Here’s a common scenario: At the beginning of the month, a client gets a new batch of accounts—there’s a spike in collections and agents are kept very busy. By month end, daily collection totals have dropped and the most diligent agents are complaining about waiting for calls.
What’s happened here? Well, all the “good accounts” got worked at the beginning of the month. All that’s left at the end of the month are the “bad accounts.” Some of these might even be left over from a few months back.
Chore #1: Clean up the list mess. An easy way to combat this mess is to filter out the “bad” accounts. CT Center can generate a report of invalid numbers. Accounts that don’t have callable numbers can then be excluded from submission to the dialer. If the number generated an SIT, it may have been a temporary condition, but if the SIT happens more than once or twice, it’s probably just a bad number.
Just like cleaning the litter box, it’s much easier to clean up your lists on a regular basis than wait until the bad accounts pile up. Once or twice a week, take your list of “bad” accounts and send them to skip tracing. If you’re proactive in list cleaning, you’ll keep your hit rate high and your agents will stay busy talking.
Chore #2: Change list sort order. Using the same list order tends to dial the same accounts over and over, especially if there isn’t much change on the list (which might mean you neglected Chore #1). By changing the sort order, you effectively shuffle the accounts that are being worked. There are lots of ways to effectively do this. For example, sorting by the least number of call attempts can help work the accounts at the bottom of the list. You will probably find in doing this that there are some “good” accounts left that you just never got to. Just like cleaning up the list, this chore is best done once or twice a week.
A big difference between a dialer and a pet is that a cat or dog will let you know if you forgot to feed him; a dialer won’t say anything, though your agents might complain if they have to wait a long time between calls. As obnoxious as it might be, at least maintaining your dialer isn’t as bad as cleaning out the litter box. Or the lawn. It probably doesn’t smell as bad, either.
This article was written by Dave S