How do you determine the effectiveness of your calling campaigns? Amount of debt collected? A report or two? A gut feeling?
Reports are a valuable tool for evaluating your calling strategies, both long-term and on-the-fly. Analyzing the data can give you the best indication of how well your lists and/or agents are doing. But the hardest part may be deciding where to start.
Most of the time, I prefer something to be 100% accurate – anything less can make me uneasy about the information. You might feel the same way. But if your dialer company claims to have 100% accurate answering machine detection, you should be concerned.
How Answering Machine Detection Works. Just like an agent, a dialer determines whether a live person or an answering machine answers the call. It does this by listening to the person (or machine) for pauses, tone of voice, length of message, etc. Some people have very deceptive answering machine messages that purposely sound like live contacts (“Hello?” Pause. “Hello?” Pause. “Anyone there?”), and it takes the dialer longer to determine it’s not a live contact (it would probably take longer for an agent to identify, too).
These days, you can’t be too careful about keeping your agents professional and within your established (and legal) bounds. And with all the training and monitoring tools available with predictive dialer systems, it’s much easier to supervise your agents and keep them properly trained. When you consider your game plan for ongoing training and success, make sure you have these three tools on your list:
&lt;strong&gt;Call Recording: It’s not just a legal security measure.&lt;/strong&gt; While there seems to be a much needed focus on using call recording for legal security reasons, you can benefit from recording agent calls for training purposes, too.