Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: LJLeon on March 06, 2017, 10:02:40 AM

Title: Best Outband calling Performance (Wait Time vs. Abandoned Rate)
Post by: LJLeon on March 06, 2017, 10:02:40 AM

Hello guys, I´m currently working on fine tunning our calling with Telesales teams, and I´m very curious what type of Dialing Mode and another settings is best in your opininon. I have OCM 7.6 version.

We have about 55 agents, in 1 Calling list, running in Predictive mode / Average Waiting Time (around 20sec)

Waiting Time per call is daily on 20-40 sec on average per agent, but the Abandoned Rate is from 13-20%. It´s ok?

Thanks for any opinion.

Title: Re: Best Outband calling Performance (Wait Time vs. Abandoned Rate)
Post by: Fra on March 06, 2017, 04:34:05 PM

Best is relative, in this case.
It entirely depends on what your goals are: reduce average waiting time? Ensure there are no customer complaint on getting hung up on?
There are also no magic formulas or figures, as waiting time in between calls and abandoned (dropped) rate are determined by the hit ratio, time to dial etc.

p.s. if with abandoned rate you mean the percentage of calls dropped by the dialler, then with those levels you might incur in very high penalty fines both if you're based in the UK or US.