When you optimize outbound calls with predictive dialer software, the terms "fixed policy" and "pool policy" refer to different strategies for allocating outbound calls to agents. Let’s explore each of these policies.
Fixed policy
A fixed policy in a dialer, also known as a fixed assignment or dedicated agent policy, assigns specific agents to handle particular outbound calls. Each agent is given a fixed set of phone numbers or leads to dial, and the assigned leads stay the same for a certain period or until the agent has completed the assigned calls.
The fixed policy is useful when specialised knowledge or skills are needed to handle specific calls. For example, if a campaign requires agents with expertise in a particular product or service, the fixed policy lets dedicated agents handle those calls, ensuring they have the necessary knowledge and experience.
Pool policy
A pool policy in a dialer, also known as a shared assignment or random assignment policy, distributes outbound calls across a pool of available agents. The dialer selects an available agent from the pool for each outbound call, typically based on factors such as agent availability, skill level, or priority settings.
The pool policy is commonly used when there is no requirement for a particular agent to handle a specific call. It provides flexibility and spreads the workload evenly among agents. It is particularly useful when agents have similar skills and knowledge, allowing a more balanced distribution of calls and potentially reducing agent idle time.
The choice between fixed and pool distribution policies depends on the specific requirements of the call center or organisation. Campaign type, agent specialisation, workload distribution, and call priority all influence which policy is most appropriate for effective and efficient call handling.
Advantages of fixed policy in dialers
Both fixed and pool distribution policies offer advantages depending on the needs and objectives of a business. Here are the advantages of a fixed policy:
- Specialization — A fixed policy lets businesses assign dedicated agents to specific types of calls or campaigns. Agents develop expertise in particular products, services, or customer segments, which can improve customer satisfaction and conversion rates thanks to their in-depth knowledge of the assigned leads.
- Consistency — With fixed assignments, agents work the same set of leads over a period. This lets them build rapport with customers, understand their needs better, and provide personalised service, leading to stronger relationships and increased customer loyalty.
- Quality control — A fixed policy gives better control over call quality. Since agents are assigned to specific leads, supervisors can more easily monitor and evaluate their performance. Feedback and coaching can be more targeted, leading to continuous improvement and higher call quality standards.
Advantages of pool policy in dialers
- Workload distribution — A pool policy spreads the outbound call workload evenly among available agents. It helps prevent agent burnout and reduces the chance of a few agents being overloaded while others sit idle. The balanced distribution maximises agent productivity and efficiency.
- Flexibility — Any available agent can handle any outbound call, so businesses can handle fluctuations in call volume more effectively. During peak hours, the system distributes calls to available agents without relying on fixed assignments, ensuring faster response times and better customer service.
- Scalability — New agents can easily be added to the pool without reassigning leads. This simplifies workforce management and lets businesses scale their operations as needed.
- Reducing agent bias — By randomising lead assignments, a pool policy minimises agent bias or favouritism towards specific leads. It ensures fair treatment and equal opportunity for all leads, contributing to a more equitable and consistent customer experience.
Choosing the right policy
The advantages of each policy vary with the nature of the business, campaign requirements, agent skills, and other factors. Some businesses benefit more from a fixed policy, while others find a pool policy more suitable. Ultimately, the optimal choice comes down to the right balance between specialisation and flexibility while achieving your business goals. You can try both policies in CloudShope’s auto dialer software free for 7 days.
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