High Average Wait Time stats for your agents? Too many Dropped Calls for your Campaign?
We Can Help Advise on That!
When to speed up my campaign to be more aggressive?
-Low number of lines actively dialing for the number of agents logged in
-List performance is indicating that there is a long run of answering machines or no answer statuses
-Long Agent Wait Times above your business average expereince
When to slow down my campaign to be more methodical?
- Dropped Call percent is above the industry accepted 3% per day (Live calls with no agent to connect to)
- When dialing well qualified contacts or using closer sales agents
- Calling Business to Business where you know someone will be there to answer
We Give You the Power!
Want to get more aggressive?
Make sure your Campaign is configured using the Power Dial method. This will expand you capabilities well beyond 1-to-1 calling. In the Dial Level dropdown you select the number of lines per available agents. The higher the number, the more dials occur at one time. If you want more power, navigate to the Account Menu (lower left navigation bar) > and select Billing to purchase as many additional dial levels as needed to meet your traffic needs.
Make sure your agents are on available as much as possible. When your agents are not in a ready status you are not dialing lines for them. The more agents you have in a ready status, the more lines you will dial.
Enabling the 'Place Calls For Agent In Call' setting is another option, meaning that the dial levels hold even when agents are on calls. Just a word of caution that this is very aggressive and the campaign's Drop Percentage can climb quickly if your team is not there to take those calls.
It is possible that if you have been dialing heavily with the same caller id number that your caller id number is burned out. Do a quick internet search on your caller id phone number. Is it flagged as spam, a robo call or telemarketer number? If so, consider changing your caller id. Please note, always use a number that you own!
If you are going to go fast, you should consider looking at your Dialable Contact settings as well. More calls will go through lists quicker. Consider increasing the Maximum Attempts and tweaking your Intervals to match the needs of your campaign to keep you hopper full, and the TalkNow system dialing.
Feeling good about the Contact Lists on Your campaign?
Slowing down is not just for smelling the roses. You can benefit from utilizing the Preview Dial method to allow your agents a chance to research and review the contact they are about to connect to. Make sure you keep the train moving down the tracks and prevent too much wait time between calls by setting up your Preview Time and Timeout Action settings. We like 2 minutes and when the countdown expires we use the Dial Contact option.