Predictive Dialing & It's Nuances -

Predictive Dialing & It’s Nuances

Definition Of Predictive Dialing

A predictive dialer dials a list of telephone numbers and connects only the answered calls to agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between calls and ringing time on a dialled call, while minimizing the occurrence of someone answering when no agent is available.

Live Scenario

Refer the image above of a 80 seat callcentre with 8 PRI Lines(240 active channels) as its telecom resource. The customer is KLR Global an Airtel outbound callcentre. They start calling from 10:30 and close at 6:30 with 30 minutes lunch for callers. This report was taken @ 4:56 PM with about 6 hrs of active calling on the given day. The data inference is as follows.

Param Value Inference
Callcentre Setup
Agents 80
Channels 240 Agents to Channel Ratio - 1:3
Starting Time 10:30
Closing Time 18:30
Abandoned % Set 20 This is Campaign Setting of Max Abandoned % Allowed
Callcentre Data @ 16:56
Dialed 68150
Failed 21917
Failed % 32% This is due to invalid data as well as insufficient channels. To curtail this we need to add another 80 to 90 Channels
Attempted 46252
Answered 18083
Answered % 39% This is a reflection of database quality. A good database will deliver between 40 to 50%
Abandoned 3151
Abandoned % 17% As the customer has set 17%, Com1 will ensure that it is between 15 to 20% by ensuring maximum productivity
Top 5 Callers Count 1631
Top 5 Avg Calls 326 With still 90 minutes to go, the productivity expected to cross 400 EOD

To conclude, to achieve a productivity of 400 calls per agent in a 8 hour shift, you need to have a database with at least 40% call maturity and an agent to telecom channel ratio of minimum of 1:3

Return Of Investment

Current Expenses
Agent Salary Per Month 10000
Agent Salary Per Day (@25 Working Days Per Month) 400
Gsm Gateway Rental Per Channel Per Month 500
Gsm Gateway Rental Per Channel Per Day (@25 Working Days Per Month) 20
Manual Mode
Productivity Per Day 100
Expenses Per Day (Salary) 400
Expenses Per Day (Gateway) 0
Expenses Per Day (Total = Salary + Gateway) 400
Cost Per Call (Expenses / Productivity) 4.00
Progressive Mode
Productivity Per Day 250
Expenses Per Day (Salary) 400
Expenses Per Day (Gateway for 1 Sim) 20
Expenses Per Day (Total = Salary + Gateway) 420
Cost Per Call (Expenses / Productivity) 1.68
Predictive Mode
Productivity Per Day 400
Expenses Per Day (Salary) 400
Expenses Per Day (Gateway for 3 Sim) 60
Expenses Per Day (Total = Salary + Gateway) 460
Cost Per Call (Expenses / Productivity) 1.15

To conclude, it is clear that predictive mode of dialing achieves 4 times the productivity @ 15% additional investment per month over manual while progressive mode of dialing achieves 2.5 times the productivity @ 5% additional investment per month.

Cost Impact In Reality

To Process 25000 Calls Per Month
Per Day Calls To Be Processed (25000/25) 1000
Manual Progressive Predective
No Of Agents Needed(Per Month) 10 4 2.5
Total Cost Incurred per Month 1,00,000 42,000 28,750
To Process 50000 Calls Per Month
Per Day Calls To Be Processed (50000/25) 2000
Manual Progressive Predective
No Of Agents Needed(Per Month) 20 8 5
Total Cost Incurred per Month 2,00,000 84,000 57,500

To conclude, it is better to invest on dialer either on rental or outright to achieve the best per call rate. The difference is too large to ignore and to continue ignoring must have an element of insanity than any logical reasoning.

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