I started my Call Centre Career about 15 years ago with an EIS dialer. Currently I accepted a new role with a comapany that uses Davox. I am currently building a dialer management training tool and I need to find out a few things that will help me and my team.

1 - What Davox report shows me contact break down by hour? What I am trying to find out is when is the peak contact times during the day for better list penetration.

2 - How can I break a list down by TZ? EIS allowed me to break the list down and open and close Time Zones realtime.

I look forward to the responses.

Anthony

Hi

Can do this in a number of ways, 2 ways which i use are:

1.Break your master lead list into 4 sublists each one for only one timezone.run as per your needs and time preference

2.Make 4 different filters for all 4 timezones. By enabling/disabling the filters you can do the switchover with just a click of mouse and in realtime.

For more info pls feelfree to email me at sid@ddsbpo.com

Hi Anthony

If you are looking for greater list penetration through increasing your right party contacts, Davox (now called Concerto software) have a tool called Optimizer that can work with your Unison dialer to predict the best time of day for each customer call. It then creates a campaign with accounts placed into one-hour slots, optimised according to your campaign objectives, and prioritised by criteria you specify. These optimised campaigns are then passed to your predictive dialer to execute.

You can email me if you want me to send you any information on it - or contact your Concerto Account Executive or reseller and they'll be able to talk to discuss it with you.

tiffany.mannion@concerto.com