Hello All

I am just after some suggestions on how i can increase RPC/PTP and analysis of the both.

Also if anyone has any recommendations on OFCOM Regs - how to combat etc, i know my company passes AMD's to agents which is very unproductive - just wanted to see if we are missing out on anything we should be looking at (OFCOM - 3%)

Also if anyone is from a dialler/ Intraday background - what reports do you look at each morning regarding performance etc?

Thank you all very much for you time

Dom

I've never seen a dialler who's standard reports meet requirements! I would suggest you start with building reports that:

- show abandon rates as a % of live calls for the entire campaign
- show agent idle time as a % for the campaign, for each team and each agent
- Show release/termination/disposition/result codes by agent (and by campaign)
- Decide average times for each code. Build an exception report that shows agents who are under/over the average (you'll see 10 minute wrong party contacts and 2 second payments, I guarantee it :D)

Hi Simon,

Do you have any experience on the Presence dialler.
This is a windows based dialler and I have been introduced to this dialler on the 17 Feb 2011. The company is expecting me to improve their dialler calling performance, but find that the reporting tool, is not user friendly.

Please advise in your opinion the best algorithms for progressive dialling for 110 agents.

Thanks
Claudelle