Hidden Costs- The hidden cost of a dialer service is the human agents. While a phone call might cost you 2¢ a minute. Agents in the US cost about 25¢ a minute after wages, taxes, rent, etc…. Reducing agent wait time should be your biggest concern
That is the purpose of a dialer. To reduce the expense of agents spending their time dialing, ring time and leaving voicemails. Agents in the US cost about 25¢ a minute after wages, taxes, rent, etc…. So understand your biggest loss is wait time between calls.
Dialers keep your agents on the phone by dialing a higher ratio of lines to agents. If you dial too low a ratio, your agents will sit longer between calls. Calling a new “good” list of consumers, you will need a ratio of about 3 to 1 to keep agent wait times between calls to less than 20 seconds. The second time you call that same list, you’ve already reached the easy ones, you’ll need to double that ratio to 6 to 1 get the same amount of live answers and keep wait times to less than 20 seconds. The third time, 9 to 1. With old or bad data that ratio can go even higher.
Unlimited dialer plans limit you to a low ratio like 3 to 1 to keep their costs down. This causes your agents to wait longer between calls, and that time is money. A lot of money. Per minute plans don’t limit call ratios because you are paying for what you are using
Look at the math. Yes, you need to understand the math.
Let’s say 1 out of every 12 leads answers and the rest go to voicemail.
Unlimited Plan with 3 to 1 ratio. 3 calls ring for 30 seconds, 3 calls ring for 30 seconds, 3 calls ring for 30 seconds, then 3 calls ring and one person answers after 10 seconds. They talk for 1 minute. This cost 2.7 minutes of agent time or about 68¢.
Per Minute Plan with 6 to 1 ratio – 6 calls ring for 30 seconds, then 6 calls ring and a person answers after 10 seconds. They talk for 1 minute. This cost .7 minutes of agent time or about 18¢ + 2.1 minutes of phone service which about 3.2¢
Unlimited Plan** = 68¢ per successful call / $680 per 1000 conversations
Per minute Plan* =23¢ per successful call / $230 per 1000 conversations
**Does not include the additional cost of the unlimited dialer plan
*Ring time has no charge. Detecting answering machines takes .1 minute
Guides to Call Center Management Stratagies 