Hosted Predictive Dialler

JD,

Hopefully I can help answer a few of your questions..

1) Agents can connect to the hosted dialler in a variety of ways. This agent connection allows the hosted system to manage the agents status. Agent connections are usually carried out via PSTN, standard VOIP or via a leased line. Lots of factors would determine which one is the best for you.

2) Again this will depend on the application you are using for the agent desktop. You can either look at using an existing system and integrate the dialler to it, use something propritary to the dialler which would normally be a basic screen pop of the relevant call details along with the ability to reschedule and outcome calls. Or you could look for a one stop solution that can provide you with campaign management, scripting and dialling all in one application.

3) This will also depend on the dialler you are using. Ones I have experience with vary but all supply you with options for assigning agents/groups to campaigns and then applying rules on how the dialer hands out calls. Could be on longest waiting agent or based upon proficiency or skills.

4) My own opinion is that 10 agents is probably the minimum you would want to be trying to dial predictively with. What sort of campaigns are you doing? Will all agents be in one campaign. By the very nature of a predictive dialler the more agents you have the better it should perform. One option would be to try Progressive dialling instead. You will still get the benefit of the dialler filtering non live calls. With fewer agents you are likly to quickly hit the 3% abandoned threshold when predictive dialling in which case the dialler will throttle back anyway.

In summary there are no hard and fast rules for what will work, a lot depends on the nature of the calls, the quality of the call lists and the contact rates you can achieve.

Be more than happy to assist further if you still have questions.

Regards
Kevin

hi guys, thanks for this, particularily Kevin, that detail you supplied is really helpful.

I guess what I'm really looking for is an idea of how this will work technically. To give you the full picture, I work for a company that is very security conscious, what I'm trying to understand is what kind of access to our data and voice network would a hosted dialler solution require to work. I've been through all the hosted sites, and they all say all we'd need is a phone and access to a browser, but surely there would be a need for new software for screen pops etc which we don't currently use.

Cheers
JD

Hi JD,

As Kevin has said, it's easier to talk through than type I'm afraid!

If you need any more help then let me know. We have worked with most of the diallers out there so I can get a Technical, Security or Operations guy to talk to you through your queries.

Regards,

Carl.