Outbound dialing is still an integral part of the contact center acd landscape. Leads can be generated in a multitude of ways, such as purchasing a list or a website inquiry, and depending on the weighted priority, they may be called in different fashions. It’s abundantly clear, that when outbound dialing, your agents will not connect to every number they dial. When this case happens, the agents disposition the call in a relevant manner, and carry on with the next call. We need to make sure that these non-connected get called back in a timely fashion. This is where we use recycle times.
Recycle times govern when leads can be available to be called back. Although the Q-Suite has a default recycle time, disposition specific recycle times can be defined. I’ll refer back to a previous post where I talked about using dispositions effectively. Pairing dispositions with custom tailored recycle times can keep the calls flowing in an optimal way.
Here are a few simple examples of how you might want to handle recycle times based on the disposition of the call, using two standard dispositions and one example of a custom disposition.
- Busy – If the call goes out and there’s a legitimate busy signal, the lead is on the phone already. For the most part, calls aren’t incredibly long, so you may want to make this lead available to be called again in the near future, so a recycle time of 20 minutes is a decent setting.
- No Answer – Lead could be out running errands or at their child’s hockey game. You don’t necessarily want to call them back too soon, so a recycle time of 2 hours could be a fair setting.
- 2nd Attempt No Answer – In this scenario, let’s say the business rules of the campaign state that if on the 2nd call attempt there’s no answer, you are legally obligated to wait 3 weeks before calling back. In this case, you would simply set the recycle time to be 3 weeks.