Automatic Dialer Call Timing Using Best Time to Call Windows
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Solution Overview
Problem
Conventional automatic dialers for debt collection lack the ability to determine the best time to call customers, leading to inefficient use of agent time and resources due to incorrect timing of calls and inability to predict customer receptivity.
Innovation Solution
A method that analyzes historical call data to identify specific time windows with the highest right party contact percentage (BTTC) for each account, segments customers based on their behavior, and adjusts agent training and routing strategies accordingly.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conventional automatic dialers are used without BTTC analysis, then the dialing operation is simple and fast, but wrong party contact rate is high (80% or higher) and agent time is wasted
Solution Approach 1:
The system performs preliminary analysis of historical call data to determine Best Time to Call (BTTC) windows for each account before executing the automatic dialing campaign. This advance preparation of calling schedules based on historical patterns prevents wrong-party contacts and optimizes agent time utilization from the outset.
Solution Approach 2:
The system continuously analyzes historical call data and results to refine BTTC determinations for each account. By feeding back performance data into the dialing optimization process, the system learns from past interactions and progressively improves calling timing accuracy, reducing wrong-party contacts over time.
2Productivity
If conventional automatic dialers make calls at random times, then calling coverage is broad, but right party contact rate is low and collection results are poor
Solution Approach 1:
The system pre-calculates optimal calling time windows for each account by analyzing historical call data before the dialing campaign begins. This preliminary timing analysis enables the automatic dialer to intelligently schedule calls during periods when the account holder is most likely to answer, significantly improving right-party contact rates without adding operational complexity.
Solution Approach 2:
The system dynamically adjusts the dialing parameter of call timing based on account-specific BTTC windows derived from historical data. By changing the temporal parameter of when calls are placed rather than using fixed or random timing, the system optimizes contact success rates while maintaining automated dialing efficiency.
3Productivity
If historical call data is analyzed for each account to determine BTTC, then call timing is optimized, but data processing time and computational resources increase
Solution Approach 1:
The system segments the account portfolio into groups based on calling patterns and behavioral characteristics, then determines BTTC windows for each segment rather than analyzing every account individually in real-time. This segmentation approach maintains high timing precision while significantly reducing computational complexity and data processing time.
Solution Approach 2:
The system focuses data analysis on the most relevant historical parameters needed to determine BTTC windows, such as time-of-day call success rates and account behavior patterns, rather than processing all available data. This selective analysis achieves sufficient timing precision with reduced processing overhead.
Data Source
AI summary
A method for debt collection has functions for dividing a day into specific time windows, analyzing historical call data over a period of time for specific accounts by telephone number, determining right party contact (RPC) percentage over all calls made to the telephone number within each of the specific time windows, determining a specific time window with the highest RPC as a best time to call (BTTC) for each account, utilizing the BTTC in preparing a specific call list for an automatic dialer such that telephone numbers for a specific account are only dialed by the automatic dialer during the specific time window determined to be the BTTC for that telephone number, executing the automatic dialer with the specific call list, and routing calls that are answered to agents for interaction with the persons answering the calls.