Contact Center Solutions Featured Article

October 01, 2008

LiveVox Announces Real-Time Analytic Tool

By Divya Narain

TMCnet Contributor

Hosted-dialer solutions provider LiveVox (News - Alert) has become the first in the industry to offer a real-time analytic tool that provides collections organizations a comprehensive view of dialing strategy effectiveness, agent accountability and productivity gains.

By providing clients with the number of Right-Party Contacts (RPCs) that agents speak to each hour, LiveVox allows collection organizations to adjust their dialing output in real time to maximize agent productivity.

“The RPCs per agent, per hour feature is more than just a convenient reporting tool,” said Michael Orlando, president, Synergetic Communication, Inc. “Understanding this allows our agency to make decisions about boosting or altering our dialing strategy. We’re also able to identify our most productive collectors and track the return we get from investments in hosted technology.”

As per LiveVox data, less than 2 percent of all calls actually reach the right party. Hence, in an optimum environment, for most bad-debt campaigns, collectors should be fielding 8 to 10 RPCs per collector each hour. Fewer RPCs can lead to agent downtime and inefficient campaigns. Owing to the high costs of premise-based dialers, most agencies are able to field only 2 to 3 RPCs per-agent, per-hour, without adding hosted-dialing capacity.

This metric is imperative for measuring true productivity gains in real time. However, hosted, broadcast-technology providers seldom provide this metric to their clients. In addition other hosted-broadcasted providers don’t have automated-call distribution (ACD) capabilities of the LiveVox Agent Desktop feature. As a result, message blasters are unable to control call pacing, leading to abandoned calls.

The Agent Desktop and the RPC reporting tool from LiveVox allows clients to scale dialer pacing to maximize RCPs and minimize abandoned calls. The RPC reporting tool can also monitor right-party calls fielded by all agents in multiple sites around the world, thus enhancing accountability.

“LiveVox continues to develop in a hosted environment the features most needed by the credit and collections industry but formerly offered only by inefficient, cost-prohibitive premised-based dialers,” said Louis Summe (News - Alert), CEO, LiveVox. “'RPCs per agent, per hour’ is the touchstone metric for dialer-campaign efficiency and success. As the only hosted provider to deliver this in real time, LiveVox enables clients to take action and adjust dialing strategies to maximize productivity.”

San Francisco-based LiveVox has become the pioneer in hosted dialer solutions for the credit and collections industry. Major players in the credit, collections, debt purchase and call center industries demonstrated a four-fold increase in their usage of LiveVox hosted dialing and IVR services.

Divya Narain is a contributing editor for TMCnet. To read more of Divya's articles, please visit her columnist page.

Edited by Eve Sullivan

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