Multi Layered Dialer for Outbound Telemarketing (Update to: Increase speed and sales conversion rate for the users of our outbound call centre software)

Project Description

Dear Applicants,

 

This aspect of our call center software product is regarding “the dialer.” We are updating our algorithm to make it even more efficient. If this project is a success, this project will only represent one of over 60 projects, which we are planning throughout 2016, which you will also be involved in.

 

After close examination of various resumes, we have narrowed the scope and you will be selected to be part of a startup project, which I hope we can grow and build together. I will most likely hire 3 applicants and determine which applicant is best. Here is the project.

 

Project –Multi-Layered Dialer for Outbound Telemarketing

 

We currently have designed and built a highly effective predictive dialer. We are seeking to build the next generation dialer.

 

Scenario:

 

1)  Call Type: Outbound sales call, lead generation or survey, etc.

2)  Two groups of Sales Agents . Telephone Operator.

3)  Team “A” are Lead Generators.

4)  Team “B” are the Closers.

5)  Once Team “A” identifies a caller and gets an agreement to listen to a pitch, Team “A” transfers the call to Team “B”. 

 

Predictive Dialer Objectives:

 

Reduce the idle time between calls down to less than 5 seconds. 

 

Current Definitions 

 

1)  Calls: (all dialed and busy call including; faxes, voicemails and other automated recordings)

2)  Connections: (all calls that result in a connection to faxes, voicemails or automated recordings)

3)  Contacts: (all contacts made to a live person) 

4)  Right Person Contacts (RPC): (only the party that was intended to be reached was reached)

5)  Lead Generator: (an Agent / phone operator that is filtering a call by confirming the Right Person is on the phone prior to either transferring the call to a Closer (if they are the Right Person Contact (RPC) or disposing of the call if they are not the (RPC).

6)  Closer: a Senior Agent / Senior Phone Operator that is transferred to a screened call from a Lead Generator.

7)  Talk Time: (only the actual amount of time the Lead Generator and or Closer is connected via phone to a customer.

8)  Idle or Ready time: (the amount of time either a Lead Generator or a Closer is waiting to be connected to a call. The origin point is always at the start of login and at the end of each Wrap up.   

9)  Wrap up time: the amount of time after the Lead Generator or the Closer has disposed of a call (hang-up). The Wrap up process is to select an appropriate description from a list, describing the call result. Once the Lead Generator or Closer has chosen a result, they are automatically transitioned to either, “Idle” or “Ready Mode” (means the same thing) until a new call is transferred to them. 

 

Basic minimum requirements:

 

Predictive Dialer Objectives 

 

Idle or Ready time:  4 second average max per call 

 

Variables to Consider 

 

1) Campaign: All campaigns require different varying amounts of time on the phone to sell or to obtain the objective, whether it is setting an appointment to visit a client, selling a product on the first call, getting a survey completed, etc. It is possible that we will have various campaigns running at the same time so that a Sales Agent can handle a call for fundraising immediately after selling cosmetics on the previous call.

2) Sales Agents: All agents be it Closer or Lead Generators are going to be slower or faster in closing or disposing of a call.

3) Day or Week, Time of Day: Penetration (answer rate) varies with the time of day so during evening and weekends, we will have more people answering the phone meaning less voicemails, fax – connections alternatively days time means most people are working and the answer rate is low and so the dialing must increase to a faster rate to make up for the lower answer rate.

4) Customer List, Age: Typically answer rate for older people 60 years and older is best during the day and worst at night.

5) Wrap up: Each campaign has a slightly different Wrap up screen and while most are short, some can be longer so you must account for this as well.

6) Manual Preview Call Variable: We have 2 speeds right now. Predictive Calling and Manual Preview Calling. We only use the Manual Preview once a sale is done and to confirm an appointment and the Sales Agent want to make this pre-schedule call manually so it will be thrown in the mix. You will have an average amount of time that a Manual Preview follow up call may take including Wrap up.