06. Shared Pool

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

Noojee's set of Pool dialers are a type of Power Dialer. As we have a number of different Power Dialers we need differentiate them by using different names.

Recommended usage:

Cold calling where the minutes spent talking is the most important success factor.

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

Issues:

The Shared Dialer is the second fastest of the dialers however it presents the risk of annoying customers. The Shared Dialer has built in anti-harassment logic however the nature of the Shared Dialer is to 'over-dial' leads. This will inevitably leads to some customers answering the call when an Agent isn't available.

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 Shared Dialed it will stop. Each Agent must then restart the Dialer and select the 'Force Single Dial' checkbox before the dialer can continue.

Overview:

The principle behind the Shared Pool dialer is that it is designed to dial more numbers than it has Available Agents. The dialer does this because many of the leads that the Dialer dials will be engaged, disconnected or simply not answered. By dialing additional numbers (referred to as over-dialing) the dialer is able to reduce the time it takes to find a lead that is answered and which can then be connected to an agent.

Note: if your leads sources have significant numbers of Disconnected leads then you should consider using the Noojee Lead Cleansing service to remove the disconnected numbers from your list before you load them into Noojee Campaigner.

The Shared Pool Dialer delivers increased Talk time when compared with the Individual Pool Dialer as it is able to share a 'Pool' of dialed numbers between a group of Agents. The Shared Pool can only share the 'Pool' of dialed numbers when multiple Agents are working on the same Allocation at the same time.

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

  • Min pool size
  • Pool growth ratio

The Pool Growth Ratio combines with the Min Pool Size to determine how many calls should be generated when one or more agents is 'available' to take a call.

The number of calls generated is calculated as:

Min Pool Size + (Pool Growth Ratio * (No. of Available Agents - 1))

e.g.

If you have:

Min Pool Size = 2

Pool Growth Ratio = 3

Available Agents = 4

Generated Calls = 2 + (3 * (4 - 1)) = 11

If you had the same pool settings but only 1 available agent then the calculations would be:

Generated Calls = 2 + (3 * 1 - 1) )= 2

For small contact centres (< 15) the Pool Growth Ratio should be around 2 - 3. For larger call centres the ratio should be smaller and may need to be less than one (e.g. 0.9)

When a decimal value (e.g. 0.9) is used for the Pool Growth Ratio the calculation is rounded down.

PLEASE NOTE THAT USING HIGH DIAL VALUES CAN BE DETRIMENTAL AS LEADS WILL END UP BEING LOCKED OUT.