Hi:

We are using Pds from Avaya and the difference between manual dial and Pds is very poor ( 8,2 against 9,2 contacts per hour ).

We thing the reason is that we have no more than 10 people at the same time .

We donīt know if Pds needs many more agents for beginning to be efficient.

Thanks

Juan,

As a rule of thumb you need at least 25 agebts to make a predictive dialler cost effective.


However using your dialler as a preview dialler setting up for the next call Should improve your dial rates and save burning data.

HTH

DaveA

Hi Juan,

I am responsible for our Avaya PDS management, campaign setup, strategy and monitoring and I agree with Dave that the more the better! More agents means more statistics with which the PDS can adjust its pacing algorithm more accurately. With as little as 5 agents it will still work predictively, but with less than 5, it will act almost as a powerdialler, simply calling a record each time an agent is available. This may vay dependent on your version and setup. I can still achieve 27-35 connects (not calls) per hour with 20-30 sec idle time, with 5-10 agents. With more agents you should be able to get your idle time down, however connects per hour may stay pretty constant as call lengths average out. I suspect your settings may need to be checked (is your dialler manager or support company able to do this?). I'd make sure that a) you have enough lines available for the dialler e.g 10 agents would need 20 lines at least, b) "clean" your calling list - make sure phone numbers are accurate as much as possible and that the accounts being called are profiled to your needs c) adjust your minimum hit rate to around the level or below the actual hit rate, and amend your "expert calling ratio" to control idle time and d) analyse your calls made - see if agents are on the calls too long, or with few agents - large variations in call times will matter more. Let us know how you get on.

Gary.