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Best practices for Connect Customer outbound campaigns
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Agent staffing best practices for voice communication “When call recipients answer a call and hear silence in return, they often hang up.” Make sure that you have enough agents logged in to your call queue. For more information about staffing, see Forecasting & agent scheduling in Connect Customer.
When call recipients answer a call and hear silence in return, they often hang up. For predictive mode, use the following best practices to help reduce that silence: “Make sure that you have enough agents logged in to your call queue.” Consider using the machine learning services of Connect Customer. Forecasting. Analyze and predict contact volume based on historical data. What will future demand—the contact volume and handle time—look like? Connect Customer forecasting provides accurate and auto-generated forecasts that are automatically updated daily. Capacity planning. Predict how many agents your contact center will require. Optimize plans by scenarios, service level goals, and metrics, such as shrinkage. Scheduling. Generate agent schedules for day-to-day workloads that are flexible, and meet business and compliance requirements. Offer agents flexible schedules and work-life balance. How many agents are needed in each shift? Which agent works in which slot? Schedule adherence. Enable contact center supervisors to monitor schedule adherence and improve agent productivity. Schedule adherence metrics are available after the agent schedules are published.
Predictive (Agent assisted voice) “When agent productivity, cost per calls, or contact center efficiency are critical metrics, use predictive.” The predictive algorithm calls ahead based on certain performance metrics. This means that calls can be connected before an agent becomes available, and a customer is connected to the next available agent. The predictive algorithm constantly analyzes, evaluates, and makes agent availability predictions in real-time so that agent productivity and efficiency can improve.
Predictive (Agent assisted voice) “They counterbalance that by dialing as many phone numbers in a list as possible during an agent's shift by making predictions about agent availability.” The predictive algorithm calls ahead based on certain performance metrics. This means that calls can be connected before an agent becomes available, and a customer is connected to the next available agent. The predictive algorithm constantly analyzes, evaluates, and makes agent availability predictions in real-time so that agent productivity and efficiency can improve.
When agent productivity, cost per calls, or contact center efficiency are critical metrics, use predictive. Predictive mode anticipate that many calls won't be answered. They counterbalance that by dialing as many phone numbers in a list as possible during an agent's shift by making predictions about agent availability. “calls can be connected before an agent becomes available, and a customer is connected to the next available agent.” Progressive (Agent assisted voice)
Use case 4: AMD is off and agents can leave a prerecorded voicemail “Agents can leave a personalized, pre-recorded voicemail 100% of the time saving significant time by avoiding repeating the same message over and over with 'Voicemail Drop'.” Cons – Agents must determine whether they are receiving a live call or voicemail. More time consuming than AMD but quicker than manually leaving a voicemail.