I have implemented a new database for an outbound call centre as a replacement for the multiple simple Access databases previously used.
My system uses an SQL server backend with a master table comprising of all data lists for a campaign, and each morning i specify the calls for the agents to call that day based on my own projections: previous performance of the list, times called, last time called.
Theres lots of advice on for inbound call centres on the net on forecasting, Erlang-C formulas and the like, but what about outbound list management?
I want specific info on:
-optimum strategies for outbound list management
-specifications as to how commercial software implements recycling plans for data lists
-specific forecasting strategies for telesales in an outbound call centre
Hope you can help
Regards
Gary
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We just do collections with ours. I basically have it setup that it dumps the prior days data back to the database. Then it compares it to the new list and blocks the numbers it actually hit the prior day. Then from there prior day results are loaded to the back end application. Some of it is "real-time" the collectors are commenting on the info in the back-end app. So those don't come down already. The ones that they left messages, hung up before human contact, , or had a out of service tone are the ones that are delayed to the back end.
I did a google for "call center outbound"
Has a news letter at:
http://www.outboundfocus.c
The No. 1 Strategy for Optimizing Contact Center Performance and ... -
http://www.reuters.com/art
Just some of the stuff that came up. As far as the dialer; we have one from Noble. They're pretty good about support.
http://www.noblesys.com/in
Business Accounts
Answer for Membership
by: jimpenPosted on 2009-08-28 at 15:40:08ID: 25212093
Some of it depends on what you are using the dialer for: collection or marketing. You also have to consider call back times. Within 24 hrs, 12, 48 hrs.