07. Pre-emptive Shared Pool

Owned by PeterF (Deactivated)
Last updated: Aug 02, 2021 by Brett Sutton (Deactivated)
2 min read

Recommended usage:

Cold calling where the minutes spent talking is the most important success factor and the connected calls have a well known and consistent maximum duration.

To operate optimally the Pre-emptive Shared Pool requires that a group of Agents work on same Allocation simultaneously.

Issues:

The Pre-emptive Shared Dialer is the fastest of the dialers however it presents the risk of annoying customers and ONLY works if the maximum call duration is well known and consistent. The Pre-emptive Shared Dialer has built in anti-harassment logic however the nature of the Pre-emptive Shared Dialer is to 'over-dial' leads. This will inevitably leads to some customers answering the call when an Agent isn't available. The Pre-emptive dialer is more likely to harass customers than the Shared Dialer particularly if the maximum call duration is not consistent.

Noojee Dialler will not retry a number that has been unsuccessfully dialed for a defined period of time to avoid harassing customers. If Noojee Dialler runs out of numbers which can be Pre-emptive Shared Dialed it will automatically stop. Each Agent must then restart the Dialer and select the 'Force Single Dial' checkbox before the dialer can continue.

Overview:

The Pre-emptive Shared Pool dialer works exactly the same as the Shared Pool Dialer except that it artificially makes Agents available before they have completed a call. The concept behind this dialer is that for some call centres the duration of connected calls is very consistent. Given that the time it takes to dial and connect a number is also generally fairly stable it then makes some sense to start dialing the next number so that it connects just as the Agent completes the current call.

The Pre-emptive Shared Pool Dialer is configured via the Campaign Type.  The key fields that affect the Shared Dialer are:

  • Min pool size
  • Pool growth ratio
  • Expected Call Duration
  • Average Dial Time

The Min Pool Size and Pool Growth Ratio are used exactly as per the Shared Pool Dialer except that the Pre-emptive dialer makes the Agents 'artificially' Available before they complete the current call.

The Expected Call Duration and Average Dial time is used by the 'Pre-emptive Pooled dial' to anticipate when the agent will be ready to take the next call.  The two value are combined to calculate the time from the start of a call at which an Agent should be artificially marked as Available.

Expected Call Duration - Average Dial Time = Time from start of call at which Agent is marked as Available.