Performance Issues
If you are using Oceanic® to compare and/ or evaluate differences in campaign performance, you may find it useful to distinguish among the main contributors to overall performance. For these purposes, we will be thinking mainly of the more automated forms of dialing. There are three areas to be concerned with, as follows:
1) Scripting performance
Lets say that you are thinking of buying a new scripting package, which allows you to achieve the same results, but in 10% less talk and wrap time. You can translate this into bottom line financial results by running campaigns with different talk/ wrap times through the Campaign Wizard.
2) Agent performance
There are two ways in which you reflect different agent skill levels on a campaign:
- by using different talk and wrap times. You can specify up to five sets of values for these
- by varying the Results talk band in the Setup and Talk Properties page to reflect your (weighted) expectation of how different agents will perform
As you vary your assumptions for these inputs, you can use the reports generated by the Wizard to assess the impact of these changes in financial terms.
3) Dialer performance
Differences in campaign performance will also arise from both the choice of dialing method, as well as the event times you specify in the Wizard, such as dialing setup time and detection times. If you are doing predictive dialing, you may want to test out the efficiency claims made for one dialer over another.
Elsewhere we have discussed at length the two main kinds of dialing algorithms, namely predial and overdial.
- In respect of predial, there may well be vendors who will be adamant that different dialers display quite different levels of predial efficiency. Well it shouldn't be the case, since predial is pretty straight forward stuff. And in a world of fast call setup (e.g. ISDN), predial brings little benefit.
- But overdialing, in predictive and power dialing, can have a major impact on campaign performance. In the case of power dialing, one power dialer should be very much like another since their overdial algorithms, like predial, are again straight forward. So the power dialing examples, together with the other power dialing topics, should be sufficient guide as to how you can compare different power dialers.
The same is not true for predictive dialers. Differences in predictive dialing performances, among dialers, may be quite marked in practice, and we need to consider too, how to relate Oceanic®'s own predictive dialing performance to what dialers do in practice. These issues deserve their own topics, so see