Should we wait until our dialer migration is finished before starting agent matching?

What the analysis needs from the new dialer

Very little. The Floor Assessment (Stage 1) is the history-based analysis (the two stages, and a sample report). It uses up to 24 months of call and payment records exported from the systems you have now. Payments come from your collection system, which a dialer switch leaves alone.

Two things need to carry across so old history and new calls mean the same thing:

• Collector IDs. If the new dialer gives collectors new agent IDs, keep a table matching old IDs to new.
• Outcome codes. If the codes change, map each old code to its new one, so a right-party contact or a promise to pay is counted the same way before and after.

Export the history before the old dialer is switched off, and check how long the old vendor keeps your call records once the contract ends.

What can start before the switch, and what waits

The Floor Assessment report is due four weeks after your files pass BestPair’s checks. Stage 2 starts on the first day of the month after the readout unless you opt out in writing within ten business days of it. So time the start of the Floor Assessment so the readout lands once the new dialer runs normally, and you can still opt out in that window. After Stage 2 starts, the agency can end it in the first 90 days on 30 days’ notice. Which dialers BestPair works with covers what to ask the new vendor.

Why live pairing should start after the new dialer settles

Live pairing is measured against a control group run in the same weeks, so migration noise hits both groups equally and does not bias the comparison. How that comparison works.

The cost is adherence. In the first weeks on a new dialer, lists load late, routing rules are still being rebuilt and collectors work around screens they do not know yet. Each of those means fewer calls reach the collector BestPair chose, and a smaller share of the gain shows up in your numbers. Starting once lists load on schedule and collectors work them without workarounds gives the test a fair chance. Your operations lead will know when that is.

When waiting is the right call

• The same people own both jobs. If the operations lead, the reporting analyst or IT running the migration would also pull the history, the export will slip anyway. Start when someone has the time to own it.
• You have not chosen how the new dialer will run. If the floor is moving from collector lists to predictive dialing, or the reverse, nobody can design delivery until that is decided.
• The collection system is moving too. Account IDs and payment history have to be settled before the history can be joined.
• Something else is moving the numbers. A merger, a large new placement or a change in contact rules in the same months makes a clean read harder.

If none of these apply, the analysis can run while the migration finishes, timed so its readout lands once the new dialer is settled. If one does, wait before starting the Floor Assessment. Export the old dialer’s history before it is switched off, and the analysis can run on it whenever you are ready.