We're making the shift from manual to predictive dial (probably via Five9). I'm trying to forecast what difference it will make to our performance. Different vendors make wildly differing claims.

One survey I have found (www.callcentrehelper.com/wiki/Types_of_diallers) suggests where manual dialling results in 6.5 live contacts an hour, a progressive dialler can increase this to 9.1 contacts an hour, and predictive dialler boosts that to an astonishing 16.2.

Obviously this varies according to business. To give some more background, our telemarketing team generates appointments (ie lead generation) for our investment advbisers. It is B2C and a good telemarketer will avergae about 1 appointment per hour.

What is your experience and what might we expect?

Great question Tuxis

In my experience in B2C campaigns alot of what to expect is dependent on the product, the list etc. Your results you may find vary through trial and refining to optimize performance.

1 area you can expect to find an incredible difference is talk time per hour.
Manully you people are most likely talking 15 - 20 mins per hour. When implementing a dialer an important measurement to look at is talk time. The more your people talk = the more they sell. Talk time should increase to 40-50 minutes per hour. (depending on time of day, quality of the list etc)

you may also find retention to increase, running a small center with 5 agents I was churning 1-2 every couple of days and very inconsistent numbers. That all stabilized once we deployed our dialer, retention was higher, call stats steady and over all results could be properly projected.

Hope that helps.

Jason