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I operate a 40 seat outbound call center calling 8 hours/day and one of the major problems we are having is a very low ASR (ASR = Average Succesfull Rate)

The current ASR is at about 20% and when I talk to the various VoIP Providers we use, they tell me that people who operate similar call centers with similar business models, typically have an ASR between 35-50%

The drop percentage is between 2-3%

I know that there are many variables involved when it comes to the system making calls, such as the quality of the leads.

I thought I'd share the current settings on the campaign and see what recommendations you guys have that could help improve the ASR:

List Order: DOWN LAST NAME
Hopper Level: 700
Force Reset of Hopper: N
Dial Method: ADAPT_AVERAGE
Auto Dial Level: 20.0
Available Only Tally: Y
Drop Percentage Limit: 6%
Maximum Adapt Dial Level: 20.0
Latest Server Time: 2100
Adapt Intensity Modifier: 0 - balanced
Dial Level Difference Target: 0 - 0 Balanced
Auto Alt-Number Dialing: NONE
Next Agent Call: oldest_call_finish
Local Call Time: 9am-9pm
Dial Timeout: 20 seconds
Dialer Type: Answering Machine Detection ON
Campaign Recording: ONDEMAND
Recording Delay: 0 seconds
Drop Call Seconds: 10 seconds

Any feedback is appreciated!

What defines success?

Really at that level you would do well to modify things (one at a time!) to see if you can have an affect on your ASR over a period of an hour. change the dial timeout higher for an hour and then put it back and check your rating. turn off AMT for an hour and put it back and check your rating.
And remember that "mileage may vary" and "some settling may occur". The providers may be painting a picture for a reason, and they may be getting the call lists from a completely different source. Or they may not be using AMD, or some other interesting tidbit unavailable to you.
Change your specs, one at a time, and see what you can do.

mflorell wrote:What defines success?

the following calls are considered a "success"
-someone answers the call
-fax machine
-answering machine

the following calls would be considered "failed"
-disconnected number
-unanswered call

williamconley wrote:Really at that level you would do well to modify things (one at a time!) to see if you can have an affect on your ASR over a period of an hour. change the dial timeout higher for an hour and then put it back and check your rating. turn off AMT for an hour and put it back and check your rating.
And remember that "mileage may vary" and "some settling may occur". The providers may be painting a picture for a reason, and they may be getting the call lists from a completely different source. Or they may not be using AMD, or some other interesting tidbit unavailable to you.
Change your specs, one at a time, and see what you can do.

one at a time - what we are doing so far and not much luck yet.

As far as the providers, I am getting real facts from them and yes of course there could be a chance that they are telling us something completely different but we've had a long lasting relationship so the possibility is definitely there but small.

Also, what do you mean by AMD?

I'm not suggesting that the providers are attempting to mislead you, rather that they have a different view of the world (as providers) than you do (client). This can skew a conversation and the interpretation of data quite nicely.

AMD:

gwh112 wrote:Dialer Type: Answering Machine Detection ON

Answering Machine Detection.

any ASR lower than 50% here are some that you can check.

Check the leads. If all are disconnected numbers then no matter who your provider is, you are screwed.

Check the provider. Maybe they are just limiting your port.

Op3r wrote:any ASR lower than 50% here are some that you can check.

Check the leads. If all are disconnected numbers then no matter who your provider is, you are screwed.

Check the provider. Maybe they are just limiting your port.

Hi,

I have checked both of them and some leads are disconnected but not the majority of them. Also I verified to make sure the provider is not limiting us on the port.

williamconley wrote:AMD:

gwh112 wrote:Dialer Type: Answering Machine Detection ON

Answering Machine Detection.

So have you determined if you have turned off AMD, perhaps your system is detecting (or thinking that it is detecting) Anwering Machines, and terminating the call.