Hello

I have been unable to get clarification from Genesys on the following and would welcome any comments on the following.

I appreciate that there are a 1000 variables that need to be considered - but some background to our operation is:

- Average agents logged in = 25
- Collections environment (days 14-56 delinquency)
- Data Quality - average for a collections file
- Multi number dialling
- average daily download c10000 records
- drop answer machines

My wait times are way to high - c100 seconds between calls. Clearly this needs to be brought down. I would like to know:

a) has anybody run a Genesys dialler in a collections environment - if so what was your average wait time?
b) What pacing type did you use?
c) What other areas did you look at to drive this down?

Thoughts would be much appreciated?

Andy

Hi Andy,

Unfortunately I have never used the Genesys dialler so I can’t offer advice on a & b.

However on c I would say the best thing to look at would be time profiling your accounts. You can either do this before loading them and segment data into morning, afternoon and evening campaigns or if you have the in house skills or are willing to pay for something like campaign optimiser then it can be done in a live environment.

This should not only improve your idle times but also improve your RPC/DMC rates. We have been using an in house system for over 3 years with great success and achieve around 80% agent utilisation on outbound campaigns containing a mixture of prime, 2nd placement and tertiary debt.

Cheers

John

Andy,

I have 5+ years experience with Genesys Outbound. In my experience problems like yours arise from:

1. Not enough data - data quality, poor hit rate, too many callbacks, too many treatments
2. Not enough agents - too many campaigns/groups, blending, agent interence/state
3. Not enough CPD ports - usually arises from point 1.
4. Technical Misconfiguration - usually leads to same symptoms as point 2.

In order to diagnose the root cause from these, I usually check:

1. Reporting (CCP/CCA) - Campaign_Group templates show Time campaign running and how much time waiting ports/agents/data/error. This gives a high-level indication of problem. Cross check these figures against hit rates/agent utilisation in CCA historical reports to see trends.

2. Log files - OCS Debug Log shows second-by-second what is going on with algorithm on a per Campaign_Group basis - this shows whether or not the dialler intends to make new calls and if not, why not.

Hope this helps - if not Genesys Support should be able to help you with this. Otherwise - feel free to contact me and I'll try to help you.

Regards,

Seb

thats great - Can I contact you?

sreeve(NO)@(SPAM)sabio.co.uk


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