Day and Evening Shifts

If you have a predictive dialer, or are thinking of investing in one, then one reason for doing so may be that you want to extend your dialing activities across the whole day, and you want to be sure that the dialer will deliver sufficient connects, at all points in the day, no matter what the distribution of call outcomes is. Mornings are notoriously thought of as the graveyard of outbound dialing in a business to consumer environment, and afternoons are often seen as not much better.

If you have a profile of what the relevant data is, and what your expectations are, then you can use Oceanic® to model what will happen.

Before you do so, take note of the following:

The profile of the people at home during the day is going to be different from that of those at home during the evening. So before you start to estimate what the call outcome distributions during the day will be, make sure you know what kinds of numbers are going to be dialed. For example, are there any tools available for sorting your calling list, so that possible 'stay at homes', are called first? If you can do this, it will have a dramatic impact on your call outcomes, and help improve your dialer performance.
If you can't sort your data, then that shouldn't stop you dialing during the day. The essence of a good predictive dialer is that it should be able to adjust its dialing rate to cope with any changes in call outcomes, and even at connect rates as low as one in five within a predictive campaign, you can often expect to get quality dialing conditions for your agents. If you are not sure about this, then simply use Oceanic® to model the kind of conditions you expect during the day, and ensure that you set the overdial control at an appropriate level.
You may well decide that you need to slug your overdial control quite severely because your dialer cannot cope with dialing at low connect levels. If that's the case, then average talk times per hour may well be low as well, and you will be restricted in what you can do during the day.