What are dial attempts?
The term Dial Attempts per agent refers to the number of attempts each agent has been dialed for a call. The number of dial attempts received by the person, campaign, and team is an ideal way to evaluate the success of outbound sales calling and whether an agent or team is on target.
By incorporating dial attempts in addition to the current call and status metrics, there would be more space for agents on their teams to boost their productivity.
Importance of dial attempts
It is essential to understand that dial attempts reflect the number of times an agent is rung for a call. As a consequence, the number of dial attempts can vary from the number of calls. For example, calls forwarded to voicemail after business hours may never reach an agent unless routing settings let them receive calls. A single call, on the other hand, may result in multiple dial attempts to multiple agents.
Benchmarking these call center metrics for later analysis, along with leads received, will give you a clear understanding of overall agent and campaign efficiency. You may also compare them to other teams and projects and see who is doing well and which ones need to be tweaked. Look for the root of the team’s performance if they have a higher call rate average.