I work within a UK team dedicated to improving are current dialling setup. Constantly looking to improve the use of our system i would be grateful if someone could supply me with information on the regulations we must keep to.

Example:
To keep within 5% abandond calls.

I am also keen to know if a message can be played when calling a customer and not having an agent readily available (are there further regulations if possible).

Any help in these areas or suggestions would be much apprieated,

Jay.

Hi Jamie, well met....

There are many different ways to set up a Davox Dialler to avoid dropped calls. The most important parameter I am afraid is monitoring dialler performance in real-time. You are the 'overseer' who has the opportunity to change the pacing algorithm to suit contact rates.

Try setting the pacing to 100 lines to 100 agents (I assume that you are using a predictive campaign), monitor the trunk stats and re-pace accordingly. A pink telephone within the application indicates a call dropping.

You could try to enable re-sched within the campaign attributes and utilise precision dialling, this will enable the dialler to work on a 'target percent connect' basis, set it to 99% of calls and monitor drop rates.

You work in financials, are you cold calling? If the targets are already your customers then you may be able to utilise the messaging facilities, I believe that there are a combination of 99 differing messages that can be utilised with the Davox dialler. Check the link to the DMA that I have included..

Try increasing the amount of 'rings for no answer' attribute within the campaign manager application, this will decrease the dialler efficiency somewhat but dependant on agent numbers may not be a key performance indicator in your organisation. Check with your operations manager / campaign interface manager...

Consult the following from the DMA, it will give you definitive information regarding UK guidelines for best practice..

http://www.dma.org.uk/_public/dma%20code%20of%20practice%20automated%20dialler.htm

Feel free to drop me a line regarding this for more in-depth information, if you post questions on the message board then the community as a whole can benefit.

Also I can provide a consultancy service to your call centre (you've got to try!)

Regards,

Ian