Does agent matching slow down the dialer or add call latency?
No call waits on BestPair. The matching (predictive pairing) is calculated off-site, ahead of the day’s dialing, and reaches your dialer as a daily assignment file loaded like a list, or as segments for the dialer’s own skills-based routing. When a call connects, the dialer reads an assignment it already holds, and nothing is installed on it.
New to BestPair? See what it is and how it works
Where the matching happens
The matching is calculated off-site by BestPair, on AWS in the United States, from your floor’s own call and payment history. It is worked out ahead of the day’s dialing, so by the time your dialer starts, the decision about which collector works each account has already been made.
Nothing is installed on the dialer, whether it runs in the cloud or on your own servers. The assignments reach the floor one of two ways:
- A daily assignment file. A file naming the collector for each account, loaded into agent-owned lists or queues the way you load lists today.
- Segments for your dialer’s own skills-based routing. The dialer’s router delivers the assignments, which suits a predictive dialer.
When a call connects, the dialer reads an assignment it already holds. It never waits on BestPair while a consumer is on the line. What the IT side involves.
What stays the same in the dialer
Pacing, abandon settings, call windows, dial volume and every compliance control stay in the dialer, set by your team. BestPair does not dial, call, text or contact anyone. People make every call.
BestPair changes only which agent works an account. It does not contact consumers, and it does not change whether an account is worked, what a consumer is offered, or any collection terms.
Loading the daily file is a list load. Routing by segment uses the skills your router already runs.
When the assigned collector is busy
On lists per collector, each account sits on its assigned collector’s list, and that collector calls it.
Through a skills-based router on a predictive dialer, the dialer connects calls the way your team has set it to. When the assigned collector is busy or off shift, the call can go to whoever is free, as it always has. That is what happened in the live test at a North American collection agency, where the recommended collector took about 50% of the calls, and every result from that test was earned at that level. The case study.
The call is not held for the assigned collector. What a busy collector affects is how much of the gain shows up:
- Those contacts still count in the BestPair group. The comparison against the control group stays fair, and each of them narrows the gap.
- Adherence is on every monthly statement. In Stage 2, at least 70% of BestPair group contacts must reach the assigned collector.
- Early months can trail for this reason. Why live pairing can trail at first covers it and the other causes.
What to ask your dialer team
Before the fit call, ask your dialer admin how long a list load takes today, whether lists can be reloaded each day, and how many skills or segments your router can hold. Those answers say how assignments would reach your collectors. Which dialers BestPair works with lists the dialers BestPair is integrated with and the questions to ask about any other.
Common follow-up questions
Is anything worked out while the consumer is on the line?
No. The assignments are calculated before the day’s dialing starts. By the time a call connects, the dialer already holds them, in a list or a skill, the way it holds any other routing it uses.
Does a larger floor or a longer file slow the dialer down?
The calculation happens on BestPair’s side, before the day starts. On your side, a bigger floor means a longer assignment file, loaded the way your team already loads lists. Your dialer admin knows how your dialer handles a list load of that size.
Do we need to change dialer mode or pacing?
No. BestPair works with preview, progressive, power, predictive or manual dialing, and your pacing stays as your team sets it. Some modes carry the assignment more tightly than others, as set out in which dialers work with pairing.
What it could mean on your floor
Two minutes
Watch the explainer
What your dialer does with the next account, what pairing changes, and what the Floor Assessment measures. With captions.
Watch the videoYour floor
Try the calculator
Four numbers off your dialer and collections reports give an illustrative figure for your floor. It is at best informed guesswork until your own history is measured.
Open the calculatorA live test
Read the case study
170,000 telecom accounts split at random before the first call, and how the result was counted.
Read it
Would it be a bad idea to spend 45 minutes finding out?
If your shop does not qualify, you will hear it on the call, not after you have paid for a report.
Book a 45-minute fit call