Part III: POWER DIALING
In this series, we will explore the benefits of automated dialing technology for organizations looking to upgrade their customer service strategy. Whether preview, power, or predictive, the addition of a dialer can greatly maximize agent utilization and prove financially beneficial to a contact center. Acqueon Technologies will guide this comprehensive look at each dialer option to help determine which is best for your unique customer service strategy.
Power Dialing is when the system makes calls to the target BEFORE an agent is reserved and usually in a manually set interval of anywhere between 1 to 3:1. Since this method places phone calls ahead of the agent seeing the calling record, this means that they do not get any lead time before the target party says “Hello.” The single main drawback to power dialing is that it creates abandons, calls where the target is there but the agent is not, so the target hangs up.
In this mode, calls are placed much faster than in preview (link back to first post), delivering the target to the agent at a much shorter interval. Also, the dialer will systematically remove non-party calls (answering machines, busy, no answer, wrong number, etc.) which would typically not be done in preview mode. The ability to blend inbound and outbound along with the reporting are still available but the increased dialing speed shows the agent productivity increase to be closer to 10-12%.
THE FINANCIAL BREAKDOWN:
With this understanding of what an automated dialer can do and how it affects the day-to-day process of an agent in a contact center, we can extrapolate value based on some very conservative assumptions.
- An agent’s fully loaded value to the contact center is $800 per hour. This means that not only what they cost but also what they bring in for the company through sales/retention/collections.
- The agents are full time dialer agents, or 8 hours per day
- This contact center is open 252 days per year
With a productivity increase of 7.5%-10%, you can calculate your annual benefit based on the number of agents in your contact center and their value per day. Automated dialing saved crucial, valuable seconds in each call, amounting to a shocking amount of time and money saved over a year’s time.
In our previous post for this series, we looked at the utilization increase for a contact center that incorporates an automatic preview dialer into their customer service strategy. This implementation averages a 2.5%-5% increase, which makes a large impact over the span of one year.
WHAT’S UP NEXT: Stay tuned for our upcoming post, where we break down the uses and financial benefits of incorporating our next mode, power dialing, into your customer service strategy. Power dialing can achieve a 7.5%-10% agent productivity increase, resulting in a dramatic annual benefit.
Acqueon develops outbound solutions for Cisco Enterprise and Express Contact Center platforms. Acqueon solutions provide advanced list and campaign management to Cisco outbound platforms, letting businesses manage contact selection and list segmentation, campaign management and call strategy. To learn more about Acqueon’s outbound solutions for Cisco visit http://www.acqueon.com/products/for-cisco or contact [email protected].