For outbound call centers, having both a good average wait time between calls for your agents and a low drop rate is vital to running an effective, efficient call center with your predictive dialer. Before we get into the causes, let’s define the terms first.
Average wait time (AWT) – This is the average time and agent waits on the dialer between calls. Once the call is complete and has been dispositioned, the agent will be back in ready mode waiting for another call, so this is simply the average amount of time they will have to wait.
Dropped Call Rate % – This is the rate at which live answer calls are dropped due to no agent being available. For instance, if the dialer is dialing 15 lines at a time for 3 agents, and 4 customers answer the call at the same time, the 4th call will be dropped because there is no agent to transfer to call to. Legally, you must abide by less than a 3% drop rate over the course of any given 30 day period.
Efficient call centers have an average wait time between 15-40 seconds and a drop rate under 3%, but that’s harder to achieve with either poor or used up leads or less than 4 agents. The trick is to find the sweet spot for your outbound call center where you can maximize efficiency with your wait time and drop rate.
Here are the things that go into play that contribute to a good wait time and drop rate.
In conclusion, many factors play a role in average wait time and dropped call rate in a predictive dialer. The most important are the number of agents in a campaign, the speed of the dialer, and the quality of the leads. Ensure your call center is efficient with a world-class predictive dialer!