There is a common idea that the figure for average agent talk time will tell you how well your predictive dialler is performing. Well, OK… but that’s only half the story.
What that figure does not tell you is how much extra talk time per hour you are getting over progressive dialling. This figure is known as predictive gain, and it is the only valid way to measure predictive dialler performance.
For an introduction to predictive gain, see the Sytel video below.
Or for further explanation, see this Powerpoint presentation on Predictive Gain (v1.7, PPT, 580Kb).