2) Evaluate Auto Preview Dialing
Next, Polly tries auto preview dialing to see what this can accomplish. This would entail an upgrade to her installation, but she knows it's a widely-used method, and expects it to do a lot better than manual dialing.
Comments on assumptions
Setup and Talk Properties
- No preparation ('prep') time is required now, since it is assumed that a record will be screen-popped by a PC application, as the dialer commences dialing the number for it.
- The dialing is done by a card in the PC, and the dialing setup time has been reduced to 2.5 seconds; the projected time to dial the digits and get a response from the network.
Call Outcome Properties
- The card in the agent's PC will do some of the detection work to screen out calls that are not live ones, and this will save the agent some time.
- The wrap time for call outcomes terminated by the agent has been reduced substantially, in the expectation that a choice of function key on the keyboard will be all that's required.
Comments on campaign output
Talk time per agent hour has shot up to around 40 minutes, and the time for the campaign, on the basis of a single pass through of the calling list, has been cut by a third. One puzzling thing is that the wait time remains the same as for manual dialing, until she realizes that in manual dialing the agent was having to terminate a lot more call outcomes.
Can predictive dialing do better?
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