Low Hit Rates on Outbound Campaign

[Charlie]

Hi everyone,

I am new to this forum, so please excuse me if I have broken any ‘Forum Rules’ around my post.

I was hoping to get some advice from any of you around what setting/s with Genesys in the back end i.e. OSC would affect the Hit Rate of an Outbound Campaign I am currently running with 20 – 25 agents based on data volumes and CPH forecasts calling from 11am to 8pm Monday to Friday.

Bit of background of the issue - There are currently 2 call centers who are calling the same data for the one client. I previously worked at the other call centre with the same data for 12 months and we were having a Hit Rate of 25% - 30% dependent on the time of the day. Since coming to the new call centre, we are calling the exact same data and the hit rate never gets above 10% no matter the time of the day. Overall average Hit Rate for the day is around 7%. The data is the same, as the client randomly splits the data in half when they receive it...so I am 100% certain the data is not the issue.

We have to run the dialer in Predictive Avg. Wait Time of between 25 – 30 seconds to make sure our Wait Times are kept below 90 – 120 seconds. Issue with this is, once we dial some good data, we drop calls!

I am unable to supply any logs for this, but just wanted to see if anyone could give me some advice or suggestion to go to I.T with to say, “Hey guys, can you check if this is set to this etc?” I do apologize re no info, but was hoping someone could help me here or start a discussion if anyone has previously had the same issue?

Your help is greatly appreciated!

Charlie

[cavagnaro]

Hi, Welcome to the forum. Lets see what we can do.
To start lets define that HitRatio basically is CallAnswered/CallDialed, right?
So your numbers seem to be low and we must start saying that Outbound calling can't be a static environment. Starting with the Dialing Mode...it has to move during the day as the customer.
What is the average talk time of your agents? Do they control NotReady states?
You state that there are Dropped calls...so you kick them out but why are those not answered? Which percentage represents these dropped calls? What is the waiting time configured on the RP for those agents?

You must start by collecting stats to analyze your issue and have a clear picture on how your environment is configured.

Hope this can help