I'm handling the dialer of one account in our company and I'm the one in-charge in loading leads and setting the speed of our Vicidial. Lately we are experiencing slow calls which resulted to high Average Wait Time. My Operations Manager set a goal that I must reach the Average wait time of 12 secs for 18 agents in a outbound call and auto dial. Our client provides our leads weekly sufficient enough for all the agents. Earlier, we have a meeting, from the owner of our company who doesn't accept the reason of the IT that's it's because of the leads and about how I tweak the Vicidial. On the Operation side, they are complaining of (1) overlapping of calls when I set the Adapt Dial Level higher than 7 or 7.5 (2) missing recordings that's why agents are receiving markdowns when they raised the issue to IT about missing recordings they point again the problem with me because of my settings. When I handled the dialer 3 months ago, I don't have proper training the only thing that they teach me was to adjust the Adapt Dial Level, they told me to raise it if slow calls, or decrease it if they are receiving a lot of calls that's the only thing that they teach me. So that's what I did for the past 3 months and I'am averaging Average Wait Time of 12 to 13 with the drop rate of 3 to 4 percent. When the problem arises and the same setting that I"am doing, the average wait time now is averaging from 18 to 23 with the drop rate of .80 something only and the calls were really slow. I'am writing now desperately and I cannot go to sleep because when the owner of the company asked me on other factors that I'am adjusting I don't have the answer, the IT told me to read the ? mark if I want to adjust something on the dialer prior of the said meeting and I'm totally lost. Know all the blame is pointing with me. I heard that they change provider, but the IT is standing still that 's there's no wrong with the server or what ever inside there department. So please any answer will do, to give me a reason to stay on job. I really feel pressure now and I really feel dumb.
Here's my current setting, I cannot provide the print screen now because I'm writing this here in my house, imagine I cannot go to sleep because of thinking this problem:
I set my hopper at 200
We are using Adapt_Hard_Limit
Dial Level Set at 3.5 because I'm using new leads I check it from time to time if needed to increase or decrease (this is the only options I change)
2-calls waiting per agent
12-More Intense
Hope you can advise me some factors that I can tweak to make some adjustments, I also saw this and I will be checking this one later at work:
"Another thing to look into is make sure your carrier is not throttling you. Many carriers are not capable of handling predictive dialer traffic. Sure they will give you a fantastic rate on your calls, but when one in three calls is a Congestions they are not worth it. The best way to check this is to go into the Realtime Report and into the report display optrions. One of the options is "Show Carrier Stats". Set this to 'Y'. The report will display a little table that shows what the carrier has been returning to you. Answers are people who have picked up. Cancels are numbers that have reached their Dial Timeout in the campaign and the dialer canceled the call. Busy is exactly what it sounds like. The big one to look at is Congestion. If your Congestions make up more than 5% of your total calls, there is something wrong with your carrier. "
Hope you can help me. I really feel lost now.
Thank you in advance and I'm glad I saw this forum. I can get more Idea in other factors instead of taking the advise of our IT to read the ? mark on the dialer.
I really feel depressed now.Best regards,
memosync
