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Asked by garyb2008 in Contact Management, Oracle Database, MS SQL Server
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
20091111-EE-VQP-92 - Hierarchy / EE_QW_3_20080625