My wife races sled dog teams. One of her lead dogs, Toto, is very stubborn. Sometimes Toto decides she wants to go in the wrong direction. She’ll speed up as the team approaches a turn to pass it before the driver realizes. When the route gets changed, Toto will sometimes insist on using the old route—despite calls from the sled driver to do something else. When she’s really stubborn, the whole team has to be stopped and put back on track. Fortunately, Toto’s partnered with another lead dog that helps keep her on track—usually.
Predictive dialer agents can sometimes be stubborn like Toto. Even the most dedicated agent will occasionally do something you may not want. For instance, they may not work the lists you want them to. Maybe they were on a call when you made the announcement and missed the details. Maybe the agent was on break or at lunch and didn’t notice the note on the whiteboard about the new list. Maybe he or she just doesn’t feel like working that list. Alas, what’s a collection manager to do? Fortunately, like my wife’s lead dog, you’ve got a partner who can help.
CT Center and CT Impact have features that help keep your agents on track:
For getting them to turn. I’ve previously highlighted List Groups as one of IAT’s underused features. With List Groups the manager determines what lists predictive dialer agents will be working and schedules them in the dialer. Managers can specify when some lists will be worked, leaving others to fill the spare minutes. The dialer keeps agents on the appropriate list—they don’t even have a chance to think about turning to a different list because transitions are automatic.
For when the route changes. In Manager Center you can also control an individual agent’s workflow. A manager can move the agent to another list or list group, put them on break (or take them off break), and even disconnect them from the dialer. These controls can be accessed from both the Agent details and Agent Assignments screens.
For going in the wrong direction. For those times when an agent keeps getting it wrong, the Agent Assignments screen enables you to control the default settings such as the agent’s list or list group on the Agent Access Activation screen. If necessary, you can even restrict an agent’s ability to change these defaults.
Together, these options keep your team on track. For example, before we added List Groups to the dialer, one of our customer’s dialer managers would announce when it was time to sign onto a new list. Inevitably, some of the agents would end up on the wrong list. (Sometimes it would take half an hour or more to get everyone on the correct list.) By setting the agent’s activation defaults to a specified list group, the agents don’t wonder what list to work. If they get it wrong, you can block them from changing the list group or just move them to the correct group.
One off track agent can influence the rest of the team, preventing everybody from doing their best. Although your agents probably aren’t as obstinate as Toto sometimes gets, it’s nice to know that you’ve got someone—or something— on your team to keep them on track.
This article was written by Dave S