I am the outbound campaign manager and I am completely frustrated with the predictive dialer performance! We have our ‘Compliance Abandon Rate’ set to 2.9% in the campaign settings. However, when I pull the daily performance report, our actual abandon rate is consistently over 5%. Why is the platform ignoring our compliance threshold? I am worried about legal repercussions if we keep exceeding this limit. Is there a hidden ‘Buffer’ or a specific dialing algorithm that is overriding our manual settings?
I’m wearing about ten different hats right now, so I feel your frustration! We had this exact same problem and it turned out to be our ‘Answering Machine Detection’ (AMD) settings. If your AMD is too aggressive, the dialer waits too long to identify a human, and by the time it transfers to an agent, the customer has already hung up. This counts as an abandon! Even if your compliance limit is low, the ‘System Lag’ caused by AMD will push your real-world abandon rate way higher. I had to disable AMD entirely for our critical campaigns just to stay under the 3% limit!
Greetings! I am so enthusiastic about how the voice biometrics engine could eventually solve this by identifying humans in milliseconds! But for your current problem: check your ‘Queue’ availability! The predictive dialer calculates its dialing pace based on ‘Expected Agent Availability’. If you have a lot of agents in ‘Follow-up’ or ‘ACW’ for long periods, the dialer might have already placed the calls thinking an agent would be free. If the ACW takes longer than expected, the call has nowhere to go and becomes an abandon. You should look into ‘Predictive Mode’ vs ‘Power Mode’—Power Mode is much more conservative and will keep you closer to that 2.9% target!