Click to edit Master title style Outbound Voice © 2010 Sytel Limited Version 1. 1
Click to edit Master title style Sytel Dialing Expertise • World’s leading predictive algorithms • Maximum performance under compliance • Partners such as © 2010 Sytel Limited Version 1. 1
Click to edit Master title style Sytel Dialing Expertise © 2010 Sytel Limited Version 1. 1
Click to edit Master title style Why should I use predictive? Talk Wait © 2010 Sytel Limited Version 1. 1
Click to edit Master title style When should I use predictive? HI Talk & wrap times Connect rate Number of agents LO Use Progressive © 2010 Sytel Limited Version 1. 1 Use Predictive
Click to edit Master title style The predictive advantage Predictive Dialing Under Compliance 45 40 35 Agent Talk Time (mins per hour) Progressive Dialing The Predictive Advantage Over Progressive Dialing 30 25 20 50 40 30 20 % Live Calls on a Campaign © 2010 Sytel Limited Version 1. 1 10
Click to edit Master title style Minimising abandoned calls © 2010 Sytel Limited Version 1. 1
Click to edit Master title style How the Sytel dialer works • Every dialing event monitored • More agents = more calls dialed • No. calls dialed = (up to) 10 x waiting agents • Dialing rate balanced so that abandoned call target is adhered to • No human intervention! © 2010 Sytel Limited Version 1. 1
Click to edit Master title style How does Sytel do it? Specialised simulation engine – Virtual Event Machine (VEM) • Simulates up to 40 million calls/sec! • Constantly recalculates the correct dialing rate • Asks “When will any agent need a call? ” © 2010 Sytel Limited Version 1. 1
Click to edit Master title style Dialing for Specific Agents Can It Work? Talk/ wrap duration (secs) 165 150 135 120 105 90 75 60 45 30 15 0 Calls over time © 2010 Sytel Limited Version 1. 1
Click to edit Master title style Dialer at Work 1 Dialing Rate 4. 0 3. 5 3. 0 2. 5 2. 0 1. 5 10 1. 0 am 11 am 12 pm 1 pm 2 pm 3 pm 4 pm 5 pm Available Agents 70 60 50 40 30 20 10 am © 2010 Sytel Limited 11 am Version 1. 1 12 pm 1 pm 2 pm 3 pm 4 pm 5 pm
Click to edit Master title style Dialer at Work 2 Abandoned Call Rate 3. 0% 2. 5% 2. 0% 1. 5% 1. 0% 0. 5% 0. 0% 10 am 11 am 12 pm 1 pm 2 pm 3 pm 4 pm 5 pm Average Wait Time (in secs) 20 15 10 5 0 10 am © 2010 Sytel Limited 11 am 12 pm Version 1. 1 1 pm 2 pm 3 pm 4 pm 5 pm
Click to edit Master title style How do I judge if a dialer is any good? • No benchmark standards • Compliance is no indicator So get pro-active…. . • Look for compliance + performance • Look for a free trial © 2010 Sytel Limited Version 1. 1
Click to edit Master title style What do people say about Sytel’s dialing engine? “ It is amazing to work through a predictive campaign without seeing 300 - 400 abandoned calls. We were astounded! Armor Systems, US “ ” “ My client wants to buy Sytel because it is simply the best dialer in the marketplace. Can you please find one of your business partners who can help us. ” Leading outbound consultant, Holland We have never known predictive dialers deliver a performance improvement for less than ten agents, when answered call rates are running at 20% or less AND the dialer is working under compliance. New business partner, Australasia © 2010 Sytel Limited Version 1. 1 ”
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