What is the difference between the Dialer settings?

In Megadialer you have the option to use manual dialling or predictive dialling depending on your requirements. Each option has a variety of configurations that you can customise.

Manual Dialing:-

Manual dialing is where the customer form will open and display the customer information that has been imported. The agent has the choice whether to call the customer or not by clicking on the green telephone icon in the bottom right corrner of the screen.

This option is useful if you are calling customers backon a one to one basis as it allows you to look at previous notes/comments (if you have that option implemented) and get an idea of the type of call you will be making before you make it.

Predictive Dialing:-

Predictive Dialing on the other hand has a larger range of options such as;

• Smart
• Fixed target abandon rate (based on live connects)
• Fixed target abandon rate (based on call attempts)
• Progressive dialing

In predictive dialing you have the option to avoid connecting answering machines (1) and you can select one of the four dialing modes starting with the smart (standard) (2):

This mode allows you to adjust the dialer speed (3) according to your needs by simply moving the selector, the five symbols represent five different configurations as follows:

• Predictive dialing with almost no dropped calls.
• Predictive dialing with slow speed.
• Predictive dialing with moderate speed.
• Predictive dialing with medium speed.
• Predictive dialing with high speed.

There is also the option to set a fixed target abandon rate

This mode allows you to give a percentage value that normally is based on local legislation. 

Note: The dialer tries at all times to maintain the set quota for this call level. However, it needs some time to learn the exact behavior of the agents and the availability of the contact list. For this reason the quota can be exceeded at the beginning of the campaign and should be within the set range after 5,000 calls at the latest.

Always keep an eye on the abandoned call quota yourself via the dialer statistics, as incorrect operation of the system can lead to the default being exceeded in some cases.

Progressive Dialing:-

Finally there is the option of progressive dialing (1) which is where the dialer will call contacts automatically, but will do them on a one by one basis for a set duration (which you can change using the slider). Once this maximum ringing time has been reached it will stop the call and move on to the next one.

As a setting option, you can specify the ringing duration at the customer's phone in seconds(2).

Note that if you set it low, the waiting time for the agent is shortened, but the availability is also reduced, because some customers will still be on the way to the phone. We recommend that you set it to about 20 seconds.

What is Fixed target abandon rate (based on live connects)?

Fixed target abandon rate (based on live connects) is a key performance indicator (KPI) used in predictive dialing systems. Predictive dialing is an automated dialing technique used in call centers to maximize agent productivity by making calls on their behalf.

The Fixed Target Abandon Rate (FTA) is the percentage of live calls that are abandoned before being answered by an agent. In other words, it measures the percentage of callers who hang up before speaking to an agent.

The FTA is calculated by dividing the number of calls abandoned before reaching an agent by the total number of live calls made. For example, if a predictive dialer makes 1000 live calls and 50 of them are abandoned before being answered, the FTA would be 5% (50/1000).

The Fixed Target Abandon Rate is a critical metric for call centers, as it directly impacts customer satisfaction and the overall effectiveness of the predictive dialing system. A high FTA can result in lost business and negative customer experiences, while a low FTA can lead to increased productivity and higher customer satisfaction.

What is Fixed target abandon rate (based on call attemps)?

Fixed target abandon rate (based on call attempts) is another key performance indicator (KPI) used in predictive dialing systems. Predictive dialing is an automated dialing technique used in call centers to maximize agent productivity by making calls on their behalf.

The Fixed Target Abandon Rate (FTA) based on call attempts measures the percentage of calls that are abandoned before being answered by an agent out of the total number of call attempts made. In other words, it measures the percentage of calls that are abandoned before reaching the ringing stage.

The FTA based on call attempts is calculated by dividing the number of call attempts abandoned before reaching the ringing stage by the total number of call attempts made. For example, if a predictive dialer makes 1000 call attempts and 100 of them are abandoned before reaching the ringing stage, the FTA based on call attempts would be 10% (100/1000).

The FTA based on call attempts is another critical metric for call centers, as it helps them to optimize their calling campaigns and improve agent efficiency. A high FTA based on call attempts could be an indicator of poor data quality or inappropriate campaign settings, while a low FTA based on call attempts suggests that the dialer is successfully reaching the intended audience.