Hello All

I am just after some suggestions on how i can increase RPC/PTP and analysis of the both.

Also if anyone has any recommendations on OFCOM Regs - how to combat etc, i know my company passes AMD's to agents which is very unproductive - just wanted to see if we are missing out on anything we should be looking at (OFCOM - 3%)

Also if anyone is from a dialler/ Intraday background - what reports do you look at each morning regarding performance etc?

Thank you all very much for you time

Dom

I've never seen a dialler who's standard reports meet requirements! I would suggest you start with building reports that:

- show abandon rates as a % of live calls for the entire campaign
- show agent idle time as a % for the campaign, for each team and each agent
- Show release/termination/disposition/result codes by agent (and by campaign)
- Decide average times for each code. Build an exception report that shows agents who are under/over the average (you'll see 10 minute wrong party contacts and 2 second payments, I guarantee it :D)