Call Center Forum

Rose · Guest

We are having a 48 seater call center . We have about 10 reps dialling in one campaign. I have a Predictive dialer which is co located at US.

The problem I face is related to abandoned calls. It is as high as 20% . My PD has only three modes - slow , medium and fast with
which I adjust the number of calls .

If I slow down the dialer , the wait time increases but dropped calls are under 3 % , If i put in fast mode the wait time is on an average 15 sec but dropped calls go as high as 20-25%

The co locator is not able to do anything in this issue.

Any suggestions ??

Rose.

NIKKI · Joined: 13 Nov 2007 Posts: 12 Location: BANGALORE

Hi,

I am nikki from Hyva IT Solutions.

We are a software company & we develop dialers for call centers.

To know about our company pls visit our website : www.hyvaitsolutions.com

If you are looking for a change in predictive or progressive dialer pls feel free to call or mail me.

Your early response will be highlighted.

Thanks & Regards,

NIKKI
+91 - 80 - 26654895

abhijeetsamant · Joined: 20 Nov 2007 Posts: 2

[quote="Rose"]We are having a 48 seater call center . We have about 10 reps dialling in one campaign. I have a Predictive dialer which is co located at US.

The problem I face is related to abandoned calls. It is as high as 20% . My PD has only three modes - slow , medium and fast with
which I adjust the number of calls .

If I slow down the dialer , the wait time increases but dropped calls are under 3 % , If i put in fast mode the wait time is on an average 15 sec but dropped calls go as high as 20-25%

The co locator is not able to do anything in this issue.

Any suggestions ??

Rose.[/quote]

Rose what u r saying is that you have three modes of dialing speed, but hv u chked if you have ne option of agent to line ratio, if yes then you can adjust using that settings and ur abandone calls will be less

NIKKI · Joined: 13 Nov 2007 Posts: 12 Location: BANGALORE

Hi Rose,

I am Nikki from HYVA IT SOLUTIONS.

We develop predictive & progressive dialers.

If you are looking for any other predictive or progressive dialers pls do call me or mail me.

Thanks & Regards,

NIKKI
91 - 80 - 26654895
e-mail : nikki@hyvaitsolutions.com