In team sports talent isn’t everything. Good athletes must work as a team to keep the competition running smoothly and in their favor. Cohesive teams are often more successful than those relying on a few star athletes.
IAT’s Resource Allocation Team keeps your dialer running smoothly. A big part of dialing success is having adequate phone lines to accomplish your contacting goals. This is especially critical in site-premised dialers because you are limited in the number of lines available. The key is good automated phone line management. For CT Center this supervision is handled by two all-star features: ARS and DRA.
ARS (Automated Resource Sharing), the Phone Line Resource Manager: IAT’s newer systems* pool the phone lines for all dialing applications (predictive dialing, inbound and IC/IVR Messaging). ARS is in charge of adjusting resource distribution when dialing applications’ needs or priorities change.
DRA (Dynamic Resource Allocation), the Predictive Dialing Coordinator: IAT’s dialer provides proficient call pacing made possible by DRA. The pacing is fast enough agents do not wait long between calls, but not so fast live contacts are placed on hold. To achieve this, DRA calculates each agent’s talk time history and the current list hit rate to figure out how many phone lines to use and to determine the ideal time to start dialing for the next agent. DRA continually adjusts the dialer pacing as more information is received.
Just like other great teams, ARS and DRA must work together for maximum phone line resource efficiency
Team player attitude. ARS and DRA help each other succeed. ARS relies on feedback from DRA. If predictive dialing (PD) needs more phone lines to keep agent wait times down, DRA is quick to ask ARS for more. ARS determines which dialing application can spare the phone lines (like IC) and then passes them along to PD. And if DRA decides it no longer needs so many phone lines (maybe an agent has logged off or the list hit rate has improved), it will return the excess dialing lines to ARS to use elsewhere (IC may need them back).
Big picture focus. DRA monitors inbound and IC (IVR Messaging) and will temporarily slow down the outbound dialing pace to accommodate any transferred calls. ARS is continually monitoring too. If there is an influx of inbound calls ARS will redistribute the phone lines to accommodate them.
If you want an amazing sports team, you select talented players who work well together. Likewise, if you want to maximize your dialing lines and keep your contacting efficient, recruit IAT’s Resource Allocation Team—they get the job done right.
*Previous to version 8.0, CT Center required you to pre-determine how many phone lines each dialing application will use, rather than allowing for real-time adjustments.
This article was written by Kendra