Attaining a High Dial Volume

291,000 Calls in 12 Hrs, 13s Average Wait Time, 1.2% Dropped Calls, And 28 Agents. These statistics were not achieved during any special conditions. They were done calling across the US with a dual dialer setup, in a modified predictive mode. The number of active agents varied mostly between 19 and 21, using a total of 28 agents. VoIP was used. They ran with a dial level ranging up to 12.5, and peaked around 225-250 concurrent lines.

The problem with the drop percentage is obviously most noticeable when doing a residential campaign. To cut down the waiting time you increase the dialing level. In the above case they have 144 SIP trunks per dialer, and they are configured to allow a maximum dial level of 12.5. Not every carrier is interested in such high number of short calls, but there are a few that will. Likewise not everybody needs to push 300,000 calls per day. The point being that should you need to you can, with a properly built and configured OSDial.

When you have 100-200 lines ringing it is easy to get a few of them answering at the same time, resulting in calls not being answered by agents (dropped) within the legal time limit. When the drop percentage goes too high it needs to be driven back down. The only way you can do that is to dial more so that there is a higher answer to drop ratio. If you cut back too much then it takes a long time to make the calls, maybe more than there are hours in a day.

Factor in the fact that with many calls ringing, you can never predict when more people are going to pick up at the same time than you have available agents. The only easy part is that the more agents you have, the easier it is to predict.

Our new dial logic in predictive mode deals effectively enough with this that you can remain within the legal limit. In the above test case, the drop percentage remained consistently around 1% during a 12 hour day. The only requirement we have is that there is enough lines available.