Don't Hammer, Don't Hurt 'Em

 It's not nice to badger people. That's why you have business rules. You want to make sure that nobody gets called more than a certain number of times in a given span. If somebody is "Busy", you want to call them back soon. If the number is "No Answer", you should wait at least a certain amount of time before trying them again. Don't hammer your contacts.

It's great to have software that does that automatically for you. That's why we built it into the VitalVox Hosted Call Center ACD. 

In automatic recycling, you get to set the rules for different dialling results. "Busy" should be recycled faster than "No Answer". "Disconnected" should never be dial again. Or, the disposition your agent picks decides when the lead is dialled next. 

For instance if the contact isn't home, you want to try again later. If the person says "Call me back at 8pm tonight", you want to call back at that time. If person says never call me again, you put them straight on the "Do Not Call" list.

But sometimes you wind up in a situation where you are out of leads to dial but you still need to work. 

This can happen when you only have leads for an area where it's not legal to dial now. Or you've just gone through 10,000 leads where the hit rate was terrible. Sometimes your carrier is having issues and reports every number as busy.

We all understand it's important to get your room dialling again. A bunch of agents sitting around doing nothing gets expensive, fast.

What you do then? Those are the emergency situations where you have to do some manual recycling. Maybe those leads didn't get dialed out. Maybe you have another area where you can legally call, even if they were recently dialled. The benefit of manual recycling is that you can get a big surge of leads in the system that you can call now. Assuming you've fixed any technical issues, of course.

What are the things you have to be aware of? The biggest risk is dialling these leads again despite your business rules. It's possible that you will be calling someone again shortly after they were last called. You may lose any time of day information that you had based the previous dials on. For instance, if the call is set to come back tomorrow and you recycle it now, the fact that it was better off dialed tomorrow is lost.

Some of your contacts may get annoyed.

So manually recycling your leads is not something that your staff should be doing often. But when it is necessary, you can save yourself time and money.