Essentially there are four types of dialling, the first, and that with which everybody is familiar is Manual Dialling. In a CATI environment, this means that the interviewer logs into CATI gets a record pop from the CATI system and then manually dials the number. Not surprisingly, this non-automated dialling is the least productive in talk time and the most costly in interviewer time.
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Next, by the level of automation is an automated dialler used in Preview Mode. The interviewer logs onto CATI, CATI instructs the dialler to log the interviewer ‘Joe’ on to extension ‘X’ on campaign ‘Y’. The dialler then calls extension X and the interviewer makes themselves available, the dialler informs CATI of the logon status and CATI pops a record to the interviewer's screen for preview, and when they are ready the interviewer instructs CATI to dial and CATI instructs the dialler. The dialler places the call and marries it to the interviewer, the interviewer completes/disposes of the call through CATI and CATI instructs the dialler to hang-up and then repeats the process.
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Up from that in terms of productivity is the Progressive Mode. This is similar to the Preview Mode in the first few steps but differs in that the Dialler has more control when CATI notifies the Dialler that an interviewer is available, the Dialler then requests a sample and dials the number, dialling only one number per available interviewer. The dialler then transfers the connected call to the interviewer who has been longest idle. Once again CATI is told by the interviewer that the call is completed/disposed of and the process continues.
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The gold standard in dialler technology, and where real productivity gains can be made is using a dialler in Predictive Mode. This is the cleverest of the technologies and is where most dialler vendors attempt to differentiate themselves. It is also the technology whose misuse is most legislated against.
Essentially a predictive dialler works by over dialling - making more calls than there are interviewers. The cleverness comes from the algorithms used to determine the optimum number of over dials to make for any given campaign at that point in time taking account of possible no-answers, bad numbers etc. INVADE’s predictive algorithm is a probability state engine using factor computation to produce precise values for a range of possibilities and fluctuations, adjusting its dial rate to these probabilities in real-time.
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In Predictive Mode for each primary statistical value, the dialler recalculates (such as the number of interviewers, length of the interview, etc.), there are a set of secondary qualitative values such as accuracy, fluctuations and patterns that determine how the primary values are applied. These subtleties differentiate the good dialler, from the excellent dialler, and it is the performance of this algorithm that makes INVADE such a popular choice for Market Researchers. The INVADE dialler is not just a calculating machine; it’s a decision-making engine that uses many levels of stats both subtly and smartly to give CATI operations the best performance possible.
Manual Dialling:
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Preview Dialling:
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Progressive Dialling:
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Predictive Dialling:
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Predictive Performance
Of course, the choice of dialling mode is up to the Manager, but the predictive Dialling engine is an intrinsic part of the Dialler core. The predictive dialler can be configured using a range of static and dynamic parameters. These may be set to ensure compliance with regional standards or legislation.
When is predictive dialling appropriate on a campaign?
Parameter | No benefit | Moderate benefit | Great benefit |
Number of Agents logged on (simultaneously) | 1 - 4 | 5 - 7 | 8+ |
Sample Size | 1-300 | 300 - 500 | 500+ |
Connection Rate | Greater than 75% | between 75% and 55% | Less than 55% |
Average connection/talk time | Greater than 80% | between 80% and 55% | Less than 55% |
Abandon Target (it can be configured per campaign in the Web Console) The meaning of target rate is determined by the Dial Method. It applies to Predictive and OverDial dial method only. This can be changed dynamically.
For Predictive it represents the target abandon rate. The Predictive dialling algorithm will dynamically alter the dial rate to get as close to, but not exceed the target rate. Values permitted are 0.0 -> 10.0.
In summary…
Progressive: Dialling will be placed at one call per free agent. When dialler calls are connected it is switched to the longest idle agent. This will evenly distribute the wait time between calls more evenly.
Predictive: Dialling will result in more than one call per agent. The rate at which dialler calls are made depends on the proportions of connected calls to non connected calls, and the average length of time agents are in interviews. This latter statistics allows the diallers to predict how many agents are about to become free.
OverDial: dialling will be paced multiple calls per free agent. The ratio of agents to calls is fixed. The base is a dial rate is 100% dial which is one call per free agent. The dial rate can be increase as a percentage above 100%. For example 250% would produce 2.5 calls per free agent.
External: Dialling means that the dialler will place a call for every dial number it receives, and when it receives each one. This allows the pacing to be controlled by an external sample provider.
Preview: The dialler will not make any calls on this campaign. The agent will initial “manual” calls.