3) Evaluate Predictive Dialing
This would mean a major upgrade to her existing systems, so Polly is looking for top whack performance.
Comments on assumptions
Setup and Talk Properties
Dialing setup time is now reduced to one second, reflecting her commitment to ISDN, and good switching.
Call Outcome Properties
She decides, for the moment, to opt for answering machine detection. She knows that it probably means missing the first "hello", when people pick up the phone, but thinks this might be OK in her target markets.
Extended Properties
Polly knows that predictive dialing means abandoned calls, and decides to set a limit of 2% for this campaign, using Option A for measurement. She also selects a delay time for abandoned calls of one second.
Comments on campaign output
Her expectations are exceeded. Talk time per agent hour has risen above 50 minutes in the hour and, compared with auto preview, a quarter has been slashed off the campaign length.
But is this improvement perhaps a bit too good to be true? She has got some money left in her consultancy budget and decides to invest in half a day with Tom Stuart, a very experienced call center consultant she knows.
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