Hello all!
Could someone explain the terms Line-to-agent ratio and Drop ratio in an outbound callcenter perspective? Could you also please help me with the Federal Laws governing these?

I would certainly be greatful to you all..

Thanks
Manoj

Hi Manoj.

Line to agent ratio is the calculation that your dialler uses to make outbound calls for your agents. An optimal setting is specific to your business, i.e. if you have long talk times with customers and a good connect rate you would use a 1:1 ratio of lines to agents with 0 calls on hold (once all agents are talking dialler will wait until an agent is about to become available). If you had a short call time use 1:1 with 1 call on hold (dialler will dial one call in preperation for next agent) and if you had short call times with bad connect rates (lots of answer machines etc) I would use 3 lines 2 agents with 1 call on hold.

If your dialler has a target percent connect rate setting then experiment with that and go for 97% connect but beware as this can be tricky to utilise if you twiddle with your setings during the campaign activity.

Federal laws? Changes wherever you are calling, best practice is no more than 2% drops in the LIFE OF THE CAMPAIGN. This is a measure of fresh data to exhausted data, not calling period.

Hope it helps.

Regards,

Ian