Which approach works best?

1. Preview Mode

In preview mode, the system will pop the next selected target details up allowing the agent to view pertinent details. CyCall then dials the number when the agent clicks 'ready'. When finished the agent can complete any wrap-up details and then clicks 'ready' for the next target screen pop and 'ready' to dial the number - the cycle is repeated. In this mode the agent controls the pace of each next call.

2. Progressive Mode

In Progressive mode the call centre manager enters a wrap up time that allows the agent to complete details after the call - then the next target is popped to the agent and the number is dialled. When the call is completed the agent has the set time to complete details before the next target is popped and the number dialled. In this mode the administrator is enforcing a pace between each call.

3. Pre-Emptive Dialling

Many people confuse a pre-emptive dialler with a 'predictive dialler' when they ask for this type of functionality.

A pre-emptive dialler is preferred by many customers because it provides many of the productive features of a predictive dialler but can be run with less agents. The customer can also control the out-dial patterns and ratios specifically to their preference, and calls are only made when agents are already available.

A predictive dialler however calculates this process using automatic algorithms. If you don't have enough agents and/or reasonably high level call volumes then a pre-emptive dialler may be more suitable.

The CyCall pre-emptive dialling module auto-dials the campaign numbers as agents become available and determines whether they are a 'positive' connection (answered by a person) or 'unpositive' (an answering machine, fax, or modem). Positive Connections are immediately transferred to an agent.

The management interface allows for configuration of ratios of agent to callout patterns and agent availability.

4. Predictive Dialling

The Cytrack predictive dialler is suited for outbound contact centres of more than 10 agents and for aggressive telemarketing. A predictive dialler works by an advanced call-pacing algorithm that places calls from a list.

The predictive dialler's aim is to ensure a call is ready with a reached contact as the agent becomes available. Unlike pre-emptive, which waits to dial when agents are available, the predictive dialler is calculating when to start dialling for the next contact based on a prediction of when the next agent will be available and the time and number of calls it may take to get that next contact. The predictive dialler maximises the use of the agents and the contact list.

The predictive dialler uses a very specialised and complex algorithm by measuring and automatically adjusting its process to be the most efficient, including considerations such as below:

• Average ring time.
• Success rate.
• Max dropped call rate.
• Over-dial rate.
• Agent available count.
• Average call handling time.
• Connect rate.