Types of DialerIn Call Centers there are several dialing modesdepending on how the call is placed. There are 4different dialing modes depending on howsoftware dialers selects the contacts that are goingto be called and starts making the calls: 1. Manual Dialer 2. Progressive Dialer 3. Predictive Dialer 4. Predictive Hang-Up
Manual DialerUsing a manual dialer means where an agenthas to dial manually. Progressive DialerIt presents the account information and phonenumber on the screen after the number isdialed. Predictive DialerIt makes outbound calls automatically anddistributes them to an agent when a liveperson answers. It can recognize and avoidanswering machines and busy signals. Predictive Hang-Up A call attempt initiated at a time when no agent will be available if a call is connected.
Automatic Call Distribution (ACD) A software feature that routes a call togroups of agents (also called a “queue”)based on first-in, first-answered criteria.The guiding principle is that the callerwho has been waiting the longest will befirst the caller routed to the next availableagent. The agent that receives the call willbe either the first available agent or theagent that receives the call will be eitherthe first available agent or the agent thathas been available for the longest periodof time. It usually includes the ability togenerate statistics. It may be a dedicated telephone systemor part of an office telephone system.
Computer Telephony Integration (CTI) A method of connecting your telephonesystem to your database to permit faster andmore efficient handling of calls. Mostcommonly this will allow you to pop yo9urcallers details up on to the agents screenwhen the call connects. Screen pop is a function of CTI, CTI willdirect the data screen of the calling person’saccount to the terminal of the agent as thecall being routed there.
Basic Terminologies Automatic Number Identifier (ANI) A telephone service that provides thetelephone number of an incoming call. A signal that software programs “pick up”the moment someone calls in and then routethat call to the appropriate rep and display thecaller’s record of info in front of them. Call/Contact Blending The process of combining the flow ofinbound/outbound calls and other contactssuch as email or web transactions to a set ofagents. Contact blending can be accomplishedmanually or by means of automated systemsthat route that contact to the agents capable ofhanding them.
Abandoned Call/Contact A call or other type of contact that hasbeen offered into a communications networkor telephone system, but is terminated bythe person origination the contact before anyconversation happens. In an outboundcalling scenario, abandoned calls refer toconnects that are disconnected by theautomated dialer once live contact isdetected and no agent is available to matchup with the call. Interactive Voice Response (IVR) A device which automates retrieval andprocessing of information by phone usingtouch tone signaling or voice recognition toaccess information residing on a server togive a response.
Voice over Internet Protocol (VoIP) Transportation of voice call across theInternet. Talk Time The elapsed time from when a personanswers a call until the call is disconnected. Wrap-Up Time The time required by an ACD agent after aconversation is end, to complete work that isdirectly associated with the calls justcompleted. Does not include time for anyother activities such as meetings, breaks,corresponds. Average Hold Time (AHT) The average length of time between themoment a caller finishes dialing and themoment the call is answered or terminated.
After Call Work (ACW) Work immediately following an inbound callor transaction. If work must be completedbefore agent can handle next contact, thenACW is factored into average handle time.Work may involve keying activitycodes, updating database, filling out forms orplacing an outbound contact. Integrated Services Digital Network (ISDN) A set of international standards fortelephone transmission. ISDN provides an endto end digital network, out-of –bandsignaling, and greater bandwidth than oldertelephone services. The two standard levels ofISDN are Basic Rate Interface (BRI) andPrimary Rate Interface (PRI). See Basic RateInterface and Primary Rate Interface.
Average talk time (ATT)The average length of time that an agent speakswith a customer from answering to hanging up. Completed Call/ContactA contact that is handled to completion by anagent or in an outbound dialing scenario, acontact that has been through maximumrecycles attempts. Idle time Time waiting for a call. RPC Right Party Contacts = Decision making
SPHSales per hour refer to the totalnumber of Sales divided by thetotal number of hours. SPH = Sales/Hours SPDSales per Day refer to the totalnumbers of Sales divided by theday. SPD = Sales/Day ConversionConversion refers to the totalnumber of sales divided by thetotal number of Contacts. Conversion = Sales/Contact
RPHRevenue per hour refers to thetotal number of revenuegenerated divided by the totalnumber of hours SPH = Sales/Hours ATTAverage talk time refers to thetotal talk time divide by the totalcontacts. ATT = Total Talk Time/Total Contacts