OUTBOUND DIALING PACE
A method establishes a formula for average value factor for an outbound campaign having a known number of agents, a known gain for an established call, and a known loss for an abandoned call, wherein the average value factor is a function of dialing pace and the known values. The method assumes a first value for dialing pace and calculates by a computing device having a processor, following the established formula, a first average value factor. Assuming a second value for dialing pace, the method repeats calculation of average value factor by the computing device, and notes direction of change in the calculated average value factor. The method then determines a maximum for the average value factor by successive choices for dialing pace chosen to increase the average value factor, and uses the dialing pace that produces in calculation the maximum average value factor to drive the outbound campaign.
1 . A method for managing outbound dialing for a contact center, the method comprising:
establishing a formula for average value factor for an outbound campaign having a known number of dedicated contact center agents, a known financial gain for an established call, and a known financial loss for an abandoned call, wherein the average value factor is a function of a dialing pace and the known values;
assuming a first value for dialing pace and calculating by a computing device having a processor, following the established formula, a first average value factor;
assuming a second value for dialing pace, repeating calculation of average value factor by the computing device, and noting direction of change in the calculated average value factor;
determining a maximum for the average value factor by successive choices for dialing pace chosen to increase the average value factor; and
implementing the outbound campaign based on the dialing pace that produces in calculation the maximum average value factor.
2 . The method of claim 1 further comprising:
upon the number of dedicated agents changing, repeating the process for determining the maximum average value factor, and establishing a new dialing pace that results in the maximum average value factor for the new number of dedicated agents.
3 . The method of claim 1 further comprising:
upon the known financial gain for an established call changing, repeating the process for determining the maximum average value factor, and establishing a new dialing pace that results in the maximum average value factor for the new value of financial gain.
4 . The method of claim 1 further comprising:
upon the financial loss for an abandoned call changing, repeating the process for determining the maximum average value factor, and establishing a new dialing pace that results in the maximum average value factor for the new value for financial loss.
5 . The method of claim 1 further comprising:
determining an agent busy factor as a function of dialing pace and number of agents as a part of the calculations using the established formula.
6 . The method of claim 1 further comprising:
determining an overdial rate as a function of dialing pace and number of agents as a part of the calculations using the established formula.
7 . The method of claim 1 further comprising:
determining, after calculating a first average value factor, whether increasing or decreasing the value for dialing pace causes the average value factor to increase or decrease, and adjusting the second and subsequent choices for dialing pace to cause the average value factor to increase until the maximum value is reached.
8 . A method comprising:
establishing a formula for average value factor for an outbound campaign having a known number of dedicated agents, a known financial gain for an established call, and a known financial loss for an abandoned call, wherein the average value factor is a function of dialing pace and the known values;
assuming a first value for dialing pace and calculating by a computing device having a processor, following the established formula, a first average value factor; and
assuming a second value for dialing pace, repeating calculation of average value factor by the computing device, and noting direction of change in the calculated average value factor;
determining a maximum for the average value factor by successive choices for dialing pace chosen to increase the average value factor; and
using the dialing pace that produces in calculation the maximum average value factor to drive the outbound campaign.
9 . An apparatus for managing outbound dialing for a contact center, comprising:
a processor; and
a memory, the memory storing instructions that when executed by the processor, cause the processor to:
establish a formula for average value factor for an outbound campaign having a known number of dedicated contact center agents, a known financial gain for an established call, and a known financial loss for an abandoned call, wherein the average value factor is a function of a dialing pace and the known values;
assume a first value for dialing pace and calculate following the established formula, a first average value factor;
assume a second value for dialing pace, repeat calculation of average value, and note direction of change in the calculated average value factor;
determine a maximum for the average value factor by successive choices for dialing pace chosen to increase the average value factor; and
implement the outbound campaign based on the dialing pace that produces in calculation the maximum average value factor.
10 . The apparatus of claim 8 , wherein the program instructions further cause the processor to:
upon the number of dedicated agents changing, repeat the process for determining the maximum average value factor, and establish a new dialing pace that results in the maximum average value factor for the new number of dedicated agents.
11 . The apparatus of claim 8 , wherein the program instructions further cause the processor to:
upon the known financial gain for an established call changing, repeat the process for determining the maximum average value factor, and establish a new dialing pace that results in the maximum average value factor for the new value of financial gain.
12 . The apparatus, wherein the program instructions further cause the processor to:
upon the financial loss for an abandoned call changing, repeat the process for determining the maximum average value factor, and establish a new dialing pace that results in the maximum average value factor for the new value for financial loss.
13 . The apparatus of claim 8 , wherein the program instructions further cause the processor to:
determine an agent busy factor as a function of dialing pace and number of agents as a part of the calculations using the established formula.
14 . The apparatus of claim 8 , wherein the program instructions further cause the processor to:
determine an overdial rate as a function of dialing pace and number of agents as a part of the calculations using the established formula.
15 . The apparatus of claim 8 , wherein the program instructions further cause the processor to:
determine, after calculating a first average value factor, whether increasing or decreasing the value for dialing pace causes the average value factor to increase or decrease, and adjust the second and subsequent choices for dialing pace to cause the average value factor to increase until the maximum value is reached.