posted
After meeting all the genius at the conference, I knew I needed to post this here. We are a collections unit and we are trying to create an effeciency report that is more like a scorecard for upper management. One of the items we have is we want to see and measure the impact of Inbound ACD calls vs. Outbound dialer calls. We thought a ratio 1:3 (lowering the ever-growing incoming calls against the growing outbound dialer). Problems we are running into. ACD calls are not just driven by VA campaigns or messages, but also by letters, holidays, etc., so the ratio would modulate substantially. Do any of you currently measure the variance or texture of this metric? If so, can you please assist?
From: Salt Lake City | Registered: Jul 2007
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posted
I don't you met me at the conference, but if you want to discuss this further contact me at arvw@continuant.com or phone 206.664.9155.
From: Seattle | Registered: May 2005
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