Dialler Management System (DMS) is CCG's system to help you manage daily dialler-based Outbound Telephone units in Collections. The full system helps you organise dialler parameters, staff hours and work queues to achieve the highest possible proportion of "accounts worked effectively" (AWE*TM) on any given day, overall and within individual queues. The download available on this website, Mini DMS, is not the full DMS but a subset comprising a cut-down version of DMSA, the module that helps Telephony unit managers 'stay on track' in terms of spinning their daily downloads and achieving the necessary agent perfomance to avoid provisions increases. The download does not include DMSB, a module which which allows managers to set detailed priorities for the day and week ahead, by forecasting daily and weekly penetration success for individual queues, based on current performance, planned spins and proposed schedules.
DMS provides the ULTIMATE POSITIVE CONTROL over outbound dialling:
It features 5 primary controls (staffing and distribution, spin, connect rates, RPC rates, and CPH work rates) and several secondary controls (redial settings, left message / SMS rates, 'days in queues' etc).
It displays your targets, your historical actuals, and your 'planned path' for the 4 most critical "off course indicators" (AWE, success, permanence, cost per promise) and all other normal intermediate / secondary indicators.
Using the 4 "off course indicators", it makes an assessment of provision change at the end of the month, based on actual perfomance to date plus your 'planned path'.
It offers guidance on what control changes would be most effective in bringing you back on track.
It works with all the maintream dialler systems, and permits very specific parameter setup to properly match your operating unit, including up to 5 distinct shift groupings per day.
It permits daily automatic data download from your dialler system, so you don't have to input new data to get the latest and forecasts.
