Progressing Through Destiny’s House of Wolves at My Own Pace: Take the Same Approach for Your Contact Center Leads

Destiny’s disc (I still like physical media for games if I can help it) has been the exclusive tenant of my PS4’s disc drive since launching on September 9th, 2014. I’ve been through the campaign, completed Nightfalls, the Vault of Glass, and Crota’s End many times. The latest expansion, House of Wolves, dropped May 19th, and I am completely enjoying my time there. I’m mostly a casual player, so I don’t get bent out of shape if I fail to reach the max level on my characters (I do have a 34 Hunter though) or I don’t get all the best gear as quickly as possible. I’ll get there at some point. However I’ve already seen threads and forum posts pop up from the hardcore players who have already maxed out all 3 characters and now they are asking the question ‘What else is left for me to do?’ This can apply to how your contact leads are dialed. Let’s have a look.

It’s very hard to pinpoint the exact dialing speeds that the contact center software should be using in order to maximize agent efficiency. If you dial leads too slowly, agents may not be fully utilizing their clocked time at the center. If you dial too quickly, agents may be overwhelmed and client interaction can suffer. There are 3 major dialing types in the Q-Suite:

  1. Predictive – Depending on how your contact center is staffed, this type of outbound dialing can be most effective way of dialing the most leads in the most efficient manner. Used correctly, it’s a powerful way to use the contact center software to get those leads dialed and relayed to the agents. Used incorrectly, the call center software will dial leads too quickly, and many of those leads will result in dropped calls due to agents not being available, which is not a favourable outcome.
  2. Progressive – The contact center dialer will pass leads to the agents and will auto-initiate the dialing sequence in a 1:1 fashion. This allows the agents to be fully focused on a single lead. Since the contact center software is handling the dial, the agent purely needs to concentrate on the customer data presented to them as well as any scripting that will be associated to the call.
  3. Preview – Preview dialing is almost identical to progressive dialing with one exception. When preview dialing, the agent is responsible for manually starting the dial sequence. This method can be incredibly useful for the agents if there happens to be a large amount of relevant data in regards to the customer or the campaign.
All 3 of the major dialing types in the contact center software have their pros and cons. It’s up to the center itself to determine which type is the best fit so that leads can be handled in the most efficient manner.
With that in mind, Skolas will feel my wrath. Eventually. Eyes up, Guardians.