UK and IrelandPredictive Dialling ROI
Author: CCa2z
Date: 15th November 2004
Predictive diallers have considerably enhanced outbound calling by the use automation. In some cases, predictive dialling can improve productivity by up to 300%. The efficiencies are gained by the use of automatic dialling from lists, which means there is no wasted time in:
- Looking up numbers
- Manual dialling
- Awaiting connection
Speaking to answer machines
Being confronted by fax machines
Being connected to busy tones
Predictive diallers connect an advisor with a live person, screening out all the above, the only slight problem is, maybe not the right person! Even then the dialler can automatically schedule a recall at a given date and time.
The efficiency of diallers is clear and the return on investment easy to define - take the following manual versus predictive statistics - you can find this ROI calculator in TOOLKITS.
| Assume Calls have a value of £100 | ||||||
| Manual Dialing 3 calls per hour 10% success rate | ||||||
| FTEs | £ per call | calls ph | success | 7hr day | Success | Total |
| 1 |
£ 100 |
3 | 0.3 | 21 | 2.1 |
£ 210 |
| 2 |
£ 100 |
6 | 0.6 | 42 | 4.2 |
£ 420 |
| 3 |
£ 100 |
9 | 0.9 | 63 | 6.3 |
£ 630 |
| 4 |
£ 100 |
12 | 1.2 | 84 | 8.4 |
£ 840 |
| 5 |
£ 100 |
15 | 1.5 | 105 | 10.5 |
£ 1,050 |
| 6 |
£ 100 |
18 | 1.8 | 126 | 12.6 |
£ 1,260 |
| 7 |
£ 100 |
21 | 2.1 | 147 | 14.7 |
£ 1,470 |
| 8 |
£ 100 |
24 | 2.4 | 168 | 16.8 |
£ 1,680 |
| 9 |
£ 100 |
27 | 2.7 | 189 | 18.9 |
£ 1,890 |
| 10 |
£ 100 |
30 | 3 | 210 | 21 |
£ 2,100 |
| Predictive Dialing 10 calls per hour 10% success rate | ||||||
| FTEs | £ per call | calls ph | success | 7hr day | success | Total |
| 1 |
£ 100 |
10 | 1 | 70 | 7 |
£ 700 |
| 2 |
£ 100 |
20 | 2 | 140 | 14 |
£ 1,400 |
| 3 |
£ 100 |
30 | 3 | 210 | 21 |
£ 2,100 |
| 4 |
£ 100 |
40 | 4 | 280 | 28 |
£ 2,800 |
| 5 |
£ 100 |
50 | 5 | 350 | 35 |
£ 3,500 |
| 6 |
£ 100 |
60 | 6 | 420 | 42 |
£ 4,200 |
| 7 |
£ 100 |
70 | 7 | 490 | 49 |
£ 4,900 |
| 8 |
£ 100 |
80 | 8 | 560 | 56 |
£ 5,600 |
| 9 |
£ 100 |
90 | 9 | 630 | 63 |
£ 6,300 |
| 10 |
£ 100 |
100 | 10 | 700 | 70 |
£ 7,000 |
| ROI | Cost | Days | ||||
| £ 150,000 | 21.43 | |||||