Hi guys,

I am new on the forum!

At my Call Centre, we use a predictive Soft Dialler. I am looking for any suggestions/ideas about how to efficiently manage our data.

Currently, we receive the data from our external data source in a monthly block and then load it into the dialler in batches everyday in order to control data usage and also to make sure that there is an even distribution of data across the month to maintain consistency in agent performance.

More recently however, we have noticed that as a result, we over-churn the data that was loaded in at the start of the month and yet only achieve a lower completion rate on the data loaded in towards the end of the month.

Anyone have any suggestions as to how we should go about loading the monthly data? Should we perhaps try loading it all at once and let the dialler work through it? The latter idea however introduces the risk of exhausting most of the good data by mid month and struggling towards the end of the month.

Any thoughts/suggestions/ideas are welcome

Thanks.

Hi Richard

What type of Dialler have you got and are you Sales or Collections etc? Monthly file size and no agents?

Regardless of the above - a dialling strategy is required - the more simple strategies are usually the best - espcaially with a soft dialler.

For example, my advice would be to segment your data in a way that allows you to focus more intensly on your priority data. Lets assume you decide you can cut your data into 3 - low, medium and high priority (e.g. in Collections that may be balances above £10k high, £10-£5k medium, £5k below low). You would look to penetrate the data accordingly to achieve differnt RPC v Download targets. E.g. 20% RPC v DL (300% penetration)High, 15% medium(200%) and 5% low(100%).These targets depend on file size and FTE's.

You can then work out how many dials per day are rqeuired over the month to hit the target (remember it will be a sliding scale as the older the data gets - the more dials per hour you will do to find and RPC). Try your different customers at varying times of the day, and on differnt tel no's

You could also explore 'best time to call' software, although I am not convinced with this approach.