Lead-Base Penetration

Lead-base penetration is termed as the complete number of finished calls, bad numbers, incorrect numbers, sales and refusals divided by the total amount of leads on hand for calling. The level of detection precision also has a part in this.

With a predictive dialer, being able to accurately recognize SIT tones or bad numbers influences the quality of your calling list. When the predictive dialer spots a Special Information Tone (SIT), the number dialed is supposed to be taken off of the database, and not called again. If a predictive dialer classifies SIT tones as "answering machines" or "no answers", the numbers are kept in the database so it can be called again later. Repeat calling to the same bad numbers keeps agents from calling other numbers in the database, restricting the lead-base penetration process. Also, it decreases the ability to keep a "clean" and functional database, and therefore delays the performance of a contact center.

An additional factor influencing a call center's database is the correct detection of fax machines. Generally, predictive dialing applications get rid of numbers that have been recognized as fax machines. Legitimate telephone numbers may be erased from your database because the predictive dialing application has incorrectly recognized them as fax machine responses, and the other way around - numbers that should have been identified as fax machines may be kept in the database because they have been classified as "no answer" or "answering machine". Be certain that your application uses an accurate algorithm and that it permits the flexibility of utilizing a hardware and/or software based solution.

Conclusion

Operated properly, predictive dialers are a significant element in call center productivity. Still, the level of actual productivity experienced by an execution depends to a large extent on design choices and capabilities of the primary product platform. To reach best performance, your predictive dialing solution should bring about high connect rates, correct answering and fax machine recognition capabilities and high levels of lead base penetration, which are reliant on the correctness of your solution's tone recognition and call transfer capabilities.