Hosted predictive dialer systems work by looking at how many agents you have logged in, making a certain amount of phone calls, patching consumers when they pick up the phone to available agents, and predicting how many agents will be available using a simple algorithm. We’ll describe the different variables of hosted predictive dialer systems and how they are used.
Concurrent Call Ratios
Most hosted predictive dialer systems allow you to go into a three-to-one or a five-to-one or a seven-to-one concurrent call ratio. That means that for each agent, it will call a number of phone lines simultaneously. Let’s say if you’re on a three-to-one call ratio then it will call three leads or consumers per agent. So if you have 10 agents, you would be making 30 phone calls in that example.
Some platforms will allow you to control that on your own. Others will intelligently manage the concurrent call ratios to bring those call ratios down to appropriate levels. Thus, you don’t go over your abandonment rate.
The abandonment rate is the number of consumers that pick up the phone but do not connect with an agent. The system plays a message for the consumer and then the call is dropped. That is a red flag and it counts towards your overall abandonment rate.
You should track each campaign separately over a 30-day period. The abandonment rate cannot be over three percent. It is critical to monitor your abandonment rate to make sure that you follow those guidelines.
Dialer Campaigns and List Management
Some hosted predictive dialer systems allow you to upload a list and begin calling through the entire list. You may want to filter, such as assigning numbers to territories or other list optimization, before uploading a list,.
Some systems can be much more sophisticated. They allow you to upload and filter a list. For example, you could define the amount of a loan, where the person is located, or what product they are interested in. You could have certain call center agents call certain leads and other filters get matched with other agents.
RICOCHET hosted predictive dialer systems are even more sophisticated, allowing you to set priorities and filters based on call type, lead type and campaign. You can even have percentage based distribution of calls towards each campaign. For example, you could assign 80 percent towards campaign A and 20 percent towards towards campaign B. You can really apply an infinite amount of breakdown.
Optimal Number of Agents
To get the optimal use from hosted predictive dialer systems, we recommend a minimum of ten agents. You could set it up with five or more. In order to take full advantage of a predictive dialer, you need enough available agents so that as calls are going out, they can be patched when a contact picks up.
If only five agents are available, you want to make sure that they are all logged in to the predictive dialer at the exact same time. Depending on the quality of your list, time of day, or day of the week, you may have more consumers picking up than at other times. And most likely, you will need to make adjustments or use an intelligent dialer system that can do that for your call center team.
So you really need to make sure that you have your agents there to answer those calls. The RICOCHET predictive dialer system adjusts the concurrent call ratio based on how many agents you have logged in simultaneously.
Hosted Predictive Dialer Systems
Contact us to speak with a predictive dialer expert who can help you make the right decision or to simply learn more.