posted
Hi all, anyone have any insight into calculations to determine how many lines will be requires for outbound pds dialling? We are going through some changes and i need to understand what the increase headcount impacts will be to line usage, will we hit capacity yes or no? will the changes negatively impact occupancy rates on outbound due to insufficient lines availible. Current system is a v12.
Any feedback would be greatly appreciated.
From: Toronto | Registered: Jul 2007
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posted
Hi Jay We use a 2 to 1 line rate with agents doing 22 connects per hour. I think the connects per hour would drive where you need to be
Registered: Jan 2010
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posted
look at your average minimum hit rate for each job you run.
if you tend to do good with say a 25% min hit rate, you're running 4 lines per agent. multiply this by your peak staff levels and you get an idea of your peak demand.
notice I say PEAK demand. this may not be all jobs. if this is just one job that burys the demand , (i.e. a job with alot of virtual connects, or message to AV) then you may not want to buy extra telephony just to finish that job out early.
-------------------- South West Business Corp - I am the Corba commander.
From: san antonio | Registered: Apr 2009
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