Any suggestions on setting a call back time for "No Answers" and "Answering Machines".
Also, I am looking for some good advise on algorithms. We are getting used to our new dialer and need some advise from experienced people.

Thanks,

Sam

Hi Sam, don't know which dialler you are using (we use Davox / Concerto Unison).

1/2 hour with a filter to check contact history. Use reschedule feature (if present on dialler), filter will only let through AM's NA's up to 3 attempts and then only dial after 6pm;

Please contact for further details.

Regards,

Ian

Thanks for the response Ian. Our dialer does have the call reschedule feature. Should we schedule it to dial 3 times the sames day? or day to day?

Thanks,

Sam

Pleasure Sam,

Choice is entirely due to the campaign requirements and how you store / use the data. A few questions will allow me to provide more targeted advice.

What does the client specify is the preferred contact strategy for the target customer profile? Have they considered this and build indicator fields into the dialler record?

Do you download the data and run with it until exhaustion, or do you use a remote repository and trickle the customer records into the dialler?

Do you apply filters and or treatments to the customer records as well as using the automated campaign attributes available from the dialler, if so are they written from an exclude / include perspective, or a mix of both?

Sorry it appears a bit vague, these are questions that will help.

Regards,

Ian.

Do we download the data and run with it until exhaustion, or do you use a remote repository and trickle the customer records into the dialer?


--Answer--There is a remote repository and the data is pulled abd used by the dialer till exhaustion.


Do we apply filters and or treatments to the customer records as well as using the automated campaign attributes available from the dialer, if so are they written from an exclude / include perspective, or a mix of both?


--Answer--There are builtin automated campaign attributes as well as we could also apply filters from our end. like sometimes if we want to only run florida and New york records for example.

I hope this is clear enough. Thanks for all your advise Ian.

Hi Sam, I will try to answer as best I can. I tried 3 times last night but had some problems, even more than usual :)

I would check with the client regarding this before you impliment.

Use the re-sched feature and allow callbacks every 3 hours for AM's, this will give people time to return from shopping / get out of the bath etc...

We have paid for some development of our systems to achieve the following, check with your supplier as to availability / timescales and cost.

We have the termination code of the dial attempt copied into a null field of the customer record and build filters that specifically exclude records that have returned 3 or more AM term codes and will only allow the records to be dialled if the system clock is past 18:00 or if it is a Saturday. This gives you three attempts and then will only dial on the evening or Saturday.

As you have a remote repository it may be worth investigating whether or not you are able to trickle records into the dialler in real-time, this functionality really helps with data management as you can generate calling lists in the repository and when the agent logs into a specific campaign the records are pulled as required across the network keeping data stored on the dialler to a minimim and allowing you another level of data manipulation off dialler. Aslo means that if you have equipment failure you do not have to re-supply data.


Hope it helps, if you need more detailed info then please ask.

Regards,

Ian