For me the topic of best time to call is dubious - especially between 20.00-21.00. My stats suggest that there is a definate drop off in agent productivity, % Connects that are RPC's and conversion %. Obviously all of the above can be managed - but in general the time is not good for us

I am contemplating moving to a 20.00 finish.

Does anybody find this time of day to generate good customer contact?

Hi,

For outbound the evenings are best. Morning time is also not bad but then you have to run 2 batches to catch possible potential customers at both the high contact timings.

Comparatively evening is better than morning ind the best time to call.

Regards
Abhijit

A very good question raised by Andy. From my personal experience with regards to outbound calling in the evening, the success can depend on many different things. These can range from:

- The types of products/service that you are trying to sell?
- Who you are trying to contact?
- What else is happening in the world (things like TV football matches and major story plots on soap operas can have an impact)

However with regards to ‘agent productivity’ this is something that needs to be managed to ensure that the agents are being as productive as possible.

Neil Wilkins
http://www.train2develop.com