Influenceing inactive representatives on inbound projects to work on targeted dialing campaigns boosts output and maximizes efficiency. A blended contact center allows representatives to be switched flawlessly between inbound and outbound call campaigns and Web communications, maximizing the efficient use of all available representative resources.
Predictive outbound calls, in a blended environment, are activated involuntarily when inbound call volumes fall below pre-set limits, and outbound campaigns are reduced or stopped when inbound call volumes rise above pre-set limits.
A completely blended predictive dialing solution must be integrated-by-design for effective call blending with the business's inbound technologies. Installing a blended contact center can be simple or hard depending on whether the general solution is integrated-by-design or put together after-the-fact. A few inbound technology vendors have combined their technology suites using corporate acquirements and their solutions will many times not be more integrated than if you were to buy the inbound and outbound technology solutions from various vendors. Other inbound technology venders will OEM an re-brand third-party predictive dialers - which can lead to enormous operational obstacles from both a exposure view point and when outbound and inbound functions of the company are carried out with the same team of representatives.
Predictive Dialing Considerations
To get representative inactive time in between calls on an outbound campaign minimized, predictive dialers "predict" when the next representative on a campaign will be available going by average call lengths for representatives in the active dialing campaign, and then practically initiate calls to maximize representative effectiveness.
To attain this goal better, predictive dialers also predict how many outbound calls need to be made to reach a live person, taking into consideration up-to-date statistical data from the dialer on the percentage of successful live connections against the percentage of no answers, busy signals and ansewring machines/voice mail - all of which must normally be sorted through by the dialer. These statistical patterns vigorously drive the dialer's "pacing algorithm", which then decides the volume of outbound calls that need to be made to tackle estimated representative availability.
Needless to say, the trouble with pacing algorithms is that their predictions only represent educated estimates based on up-to-date historical data, and those estimates will be more or less exact based on the size and legitimacy of the statistical example that drives the pacing algorithm.