Our contact center platform already has predictive routing. Is that the same as predictive pairing?
It is the same idea, asked differently. Platform predictive routing usually decides who takes a call as it arrives, judged on what the platform records about the call. Predictive pairing for collections decides which collector owns which outbound account before anyone dials, judged on dollars collected, with payments that land days later in the collection system.
New to BestPair? See what it is and how it works
Inbound call or outbound account
Predictive routing usually decides who takes a call as it arrives. On an outbound collection floor, the decision is which collector owns which account on today’s list, made before anyone dials.
What the model can see
A model only learns from outcomes its system records. Contact centre platforms record what happened on the call. Collections is judged on dollars collected per account contacted, and payments land days later in your collection system, not your dialer. A model that never sees the payment cannot learn which collector collects.
Where it runs
Platform predictive routing works if you are on that platform and route through it. BestPair posts one file of assignments a day, or defines segments for your skills-based router, and works with the dialer you have, or a mix of them.
How it is measured
BestPair is checked every month against a control group on your own book, with the fee following the result. How a routing change is proved.
If your platform’s predictive routing is already live on an outbound collection campaign and measured on dollars collected, say so on the call. BestPair would rather find that out early.
Common follow-up questions
How can we tell whether our platform’s routing already does this?
Ask three things. Does it decide ownership of outbound accounts, or only incoming calls? Does it learn from payments in your collection system, or only from call outcomes? Is it measured every month against a control group on dollars collected? If the answer to all three is yes, say so on the fit call.
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