Predictive Dialler Performance under Ofcom Regulation Predictive Gain Average Talk Time Predictive gain predictive progressive Avg talk time mins per hour Predictive vs progressive ID: 264260
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Slide1
MeasuringPredictive Dialler Performanceunder Ofcom Regulation
Predictive GainSlide2
Average Talk Time?
Predictive gain
predictive
progressive
Avg
talk time
(
mins
per hour)Slide3
Predictive vs. progressive
0
15
30
60
.
45
Predictive
Progressive
Predictive gain
Avg
Talk Time
(
mins
/ hr)Slide4
0
15
30
60
.
45
Predictive
Progressive
Predictive gain
Predictive gain -
Avg
Talk Time
(
mins
/ hr)Slide5
50403020
Avg talk time(mins per hour)
campaign conditions
Progressive
dialling
10 20 30 40 50
Live call rate (%)
The effects ofSlide6
50403020
Avg talk time(mins per hour)
Moving to predictive
Progressive
dialling
10 20 30 40 50
Live call rate (%)Slide7
50403020
Avg talk time(mins per hour)
regulation in the UK
Progressive
dialling
10 20 30 40 50
Live call rate (%)
The effects of
R E G U L A T I O NSlide8
abandoned calls - 3%What is…max. number of abandoned calls allowed per 1000 calls dialed?
regulation - example
The effects of
What
if…
live
call rate
-
20
%
(typical
outbound campaign)Slide9
3% x 20% x 1000 =6 abandoned calls!
regulation – answer!
The effects ofSlide10
50
40
30
20
Avg
talk time
(
mins
per hour)
10 20 30 40 50
Live call rate (%)
Predictive gain -
Progressive
dialling
Predictive gain?
R E G U L A T I O N
most diallersSlide11
R E G U L A T I O N
50
40
30
20
Avg
talk time
(
mins
per hour)
Predictive gain -
Predictive gain!
Progressive
dialling
10 20 30 40 50
Live call rate (%)Slide12
Next steps – 1. Predictive Gain TestSlide13
Next steps – 2. Oceanic™ data modelSlide14
Next steps –3. Head-to-head pilotSlide15
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