The document discusses different types of dialing modes used in call centers, including manual, progressive, predictive, and predictive hang-up dialers. It also covers call center concepts and technologies like automatic call distribution, computer telephony integration, interactive voice response, voice over internet protocol, average handle time, and key performance indicators. The various dialing modes and technologies are used to efficiently route calls and customer information to agents.

1. DAY 2/ LEGATO SERVICES LIMITED

2. Types of Dialer
In Call Centers there are several dialing modes
depending on how the call is placed. There are 4
different dialing modes depending on how
software dialers selects the contacts that are going
to be called and starts making the calls:
1. Manual Dialer
2. Progressive Dialer
3. Predictive Dialer
4. Predictive Hang-Up

3. Manual Dialer
Using a manual dialer means where an agent
has to dial manually.
Progressive Dialer
It presents the account information and phone
number on the screen after the number is
dialed.
Predictive Dialer
It makes outbound calls automatically and
distributes them to an agent when a live
person answers. It can recognize and avoid
answering 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.

4. Automatic Call Distribution (ACD)
 A software feature that routes a call to
groups of agents (also called a “queue”)
based on first-in, first-answered criteria.
The guiding principle is that the caller
who has been waiting the longest will be
first the caller routed to the next available
agent. The agent that receives the call will
be either the first available agent or the
agent that receives the call will be either
the first available agent or the agent that
has been available for the longest period
of time.
 It usually includes the ability to
generate statistics.
 It may be a dedicated telephone system
or part of an office telephone system.

5. Computer Telephony Integration (CTI)
 A method of connecting your telephone
system to your database to permit faster and
more efficient handling of calls. Most
commonly this will allow you to pop yo9ur
callers details up on to the agents screen
when the call connects.
 Screen pop is a function of CTI, CTI will
direct the data screen of the calling person’s
account to the terminal of the agent as the
call being routed there.

6. Basic Terminologies
Automatic Number Identifier (ANI)
 A telephone service that provides the
telephone number of an incoming call.
 A signal that software programs “pick up”
the moment someone calls in and then route
that call to the appropriate rep and display the
caller’s record of info in front of them.
Call/Contact Blending
 The process of combining the flow of
inbound/outbound calls and other contacts
such as email or web transactions to a set of
agents.
 Contact blending can be accomplished
manually or by means of automated systems
that route that contact to the agents capable of
handing them.

7. Abandoned Call/Contact
 A call or other type of contact that has
been offered into a communications network
or telephone system, but is terminated by
the person origination the contact before any
conversation happens. In an outbound
calling scenario, abandoned calls refer to
connects that are disconnected by the
automated dialer once live contact is
detected and no agent is available to match
up with the call.
Interactive Voice Response (IVR)
 A device which automates retrieval and
processing of information by phone using
touch tone signaling or voice recognition to
access information residing on a server to
give a response.

8. Voice over Internet Protocol (VoIP)
 Transportation of voice call across the
Internet.
Talk Time
 The elapsed time from when a person
answers a call until the call is disconnected.
Wrap-Up Time
 The time required by an ACD agent after a
conversation is end, to complete work that is
directly associated with the calls just
completed. Does not include time for any
other activities such as meetings, breaks,
corresponds.
Average Hold Time (AHT)
 The average length of time between the
moment a caller finishes dialing and the
moment the call is answered or terminated.

9. After Call Work (ACW)
 Work immediately following an inbound call
or transaction. If work must be completed
before agent can handle next contact, then
ACW is factored into average handle time.
Work may involve keying activity
codes, updating database, filling out forms or
placing an outbound contact.
Integrated Services Digital Network (ISDN)
 A set of international standards for
telephone transmission. ISDN provides an end
to end digital network, out-of –band
signaling, and greater bandwidth than older
telephone services. The two standard levels of
ISDN are Basic Rate Interface (BRI) and
Primary Rate Interface (PRI). See Basic Rate
Interface and Primary Rate Interface.

10. Average talk time (ATT)
The average length of time that an agent speaks
with a customer from answering to hanging up.
Completed Call/Contact
A contact that is handled to completion by an
agent or in an outbound dialing scenario, a
contact that has been through maximum
recycles attempts.
Idle time
Time waiting for a call.
RPC
Right Party Contacts = Decision making

11. SPH
Sales per hour refer to the total
number of Sales divided by the
total number of hours.
SPH = Sales/Hours
SPD
Sales per Day refer to the total
numbers of Sales divided by the
day.
SPD = Sales/Day
Conversion
Conversion refers to the total
number of sales divided by the
total number of Contacts.
Conversion = Sales/Contact

12. RPH
Revenue per hour refers to the
total number of revenue
generated divided by the total
number of hours
SPH = Sales/Hours
ATT
Average talk time refers to the
total talk time divide by the total
contacts.
ATT = Total Talk Time/Total
Contacts

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