Automatic Dialer Call Timing Using Right Party Contact 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 agent time usage and high wrong party contact rates, as they do not consider individual customer behavior or optimal calling times.
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 interaction strategies accordingly, incorporating BTTC into call list management and behavioral scoring.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If conventional automatic dialers call customers without analyzing historical data or determining best time to call, then the dialing operation is simple and fast, but the 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 the Best Time to Call (BTTC) for each account before executing the dialing campaign. This advance preparation includes segmenting accounts based on BTTC availability and preparing targeted call lists, so that when dialing occurs, agents are immediately connecting with the right parties at optimal times, eliminating wasted time on wrong contacts
Solution Approach 2:
The system segments delinquent accounts into different categories based on their BTTC characteristics (e.g., accounts with determined BTTC, accounts without BTTC, high-risk, medium-risk, low-risk segments). This segmentation enables the automatic dialer to apply different calling strategies to different account groups, improving overall collection efficiency by focusing agent time on segments most likely to result in successful collection
2Reliability
If conventional automatic dialers do not utilize historical call data or customer behavior information, then the dialing system is simple to operate, but it cannot determine which customers will be receptive to collection calls
Solution Approach 1:
The system incorporates feedback mechanisms by continuously analyzing historical call data and customer behavior patterns to refine BTTC determinations. The system learns from past calling outcomes and adjusts future dialing strategies accordingly, improving contact accuracy over time. The feedback loop includes tracking which customers answered, which segments performed best, and using this information to optimize subsequent dialing campaigns
Solution Approach 2:
The system introduces an intermediary intelligence layer between the automatic dialer and the call list that processes historical data and behavioral information. This intermediary component analyzes patterns and generates optimized dialing instructions without requiring complex changes to the core dialing system, thus improving reliability while managing complexity through modular architecture
3Measurement precision
If the automatic dialer calls customers at random times without BTTC analysis, then the dialing process is quick and requires minimal processing, but the right party contact rate remains low
Solution Approach 1:
The system changes the temporal parameter of dialing operations by determining optimal calling times (BTTC) for each account based on historical data analysis. Instead of uniform random dialing, the system adjusts the timing parameter dynamically for different accounts, achieving higher precision in contact accuracy while maintaining productivity through automated processing of the timing optimization
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.