90% Agent Talk Time – Predictive Algorithm
The Predictive Dialing feature, included in the Exelysis Contact Center, is the ideal “partner” of a call center as it executes automated outbound calls which are connected to the available agents only when they are answered.
Exelysis Contact Center’s Predictive Dialing feature uses an innovative algorithm which adapts itself to the quality of the outbound campaign by utilizing statistical information accumulated from the tasks already executed.
The algorithm is self-optimized for agent time utilization, but can be adjusted easily to improve different aspects, like overflowed calls, silent calls, etc.
By default, the algorithm offers 75-85% agent time utilization (talk time) and a percentage of silent calls below 0.5% of the total calls dialed.
With aggressive dialing, most of our implementations usually work at over 90% agent utilization time.Other Automated Dialing Types