10) Change Call Outcome Percentages
Tom is getting a bit worried about the assumptions for call outcomes. Recent client studies he has done show that answering machines are becoming more pervasive in some communities, and that some adjustment is required to be on the safe side.
Comments on assumptions
Call Outcome Properties
The main call outcomes for cycle 1 are changed from 35/25/30 to 32/18/40 respectively.
Call Recycling Properties
Assumptions for cycle two onwards are adjusted to reflect this change in thinking, and Polly has added a 5th cycle in order to meet the contact target of 80%.
Comments on campaign output
Total agent hours have increased, and talk times are down slightly.
Polly is relieved. She thinks that her assumptions on call outcomes and recycling are realistic, but knows too that the recycling rules actually applied in the application will need to match up to this. She makes a note to question the software and dialer vendors on this.
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