Think it over—more money or better dialer utilization | IAT SmartDial® Solutions

Think it over—more money or better dialer utilization

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It has been said that “with enough time and money you can do anything.” Do you have unlimited time and money to accomplish all your contacting demands? If you do, then you can skip reading the following information. If you don’t, let me tell you how IAT’s Automated Resource Sharing* (ARS) can be a great help.

In site-premised systems, dialing and phone line resources are often not fully utilized. The problem is resource needs change all the time. Too many resources are “dedicated” to agents when they are not required. Too few phone lines are available when the heavy time of day for taking inbound calls occurs. Too many resources are used for message broadcasting when more dialing resources are needed to keep agents from “waiting” for their next call. What can be done with all of these “priority” demands? As I see it, you can do one of two things. 1. Purchase more resources. 2. Utilize the resources you have more efficiently.

If you have more money than you know what to do with, just purchase more of what you need (and send any extra cash to me). If you don’t have unlimited funds, use IAT’s Automated Resource Sharing.

IAT’s Automated Resource Sharing prioritizes and shares all of your inbound and outbound dialing resources so you don’t have to dedicate them to any specific task. Dialing resources are automatically reallocated as needs change.

Normally you would consider prioritizing the call service resources in the following order:

  1. Inbound/Agent Audio
  2. Dial Request (manual dial mode)
  3. Predictive Dialing for agents (PD)
  4. Message Broadcasting (IC)

The dialer makes sure the highest priority call services always have the necessary resources, and it moves unused resources where they’re most needed. By setting your priorities in this order, you can maximize the efficiency of your resources and dialer.

For instance, with ARS the dialer will automatically adjust in the following ways to accommodate the current contacting environment requirements:

  • As more inbound calls come in, resources are added to the inbound pool to handle them and keep a line or two assigned for more.
  • As more agents are taking calls—or as hit rates decrease—resources are added from any unused message broadcasting or inbound resources to help keep a steady stream of calls for agents.
  • As less inbound calls come in and/or fewer agents are on the dialer, resources are added to the message broadcasting pool to get through automated contacting campaigns more quickly.

Maximums and minimums can be set on each call service to allow for override control. This could be useful, for instance, if you need to allocate more resources to accomplish a specific task, such as complete calling for IC (IVR Messaging) campaigns at a time when very few IC calls might normally be made. Or you could set a minimum that will “reserve” the specified number of resources above the current active lines in use by that calling service. In the case of inbound traffic, for example setting a minimum would give you a cushion for additional calls coming in.

Automated sharing is the best way to utilize your resources and get the most contacting coverage for your investment. This won’t solve all of your resource needs, but it can truly help. If any category of call service is still not getting the resources required, that is the time to purchase more.

So, think it over. Do you want to spend more money or utilize your resources better—automatically?

*Automated Resource Sharing is available in CT Center version 8.0 and later.

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This article was written by Jeryl

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