A day on the floor with BestPair

A normal day looks much like today. Your collectors log in, work their lists and make their calls. The difference is that most accounts they work were matched to them, and your supervisors pick up a few habits.

Morning. On a preview or manual dialer, BestPair posts an assignment file to a secure folder: each account, the assigned collector and backup collectors. Your team loads it the way you load lists today, or as agent queues. On a predictive dialer, matching runs through your existing skills-based router: BestPair defines the segments (which accounts sit in each, and which collectors can work each one), and the router does the rest. Progressive or power sits in between: named collectors where your dialer supports agent-owned lists, segments where it does not. All of this is set up with your dialer lead before Stage 2 starts.

During the shift. Collectors work their lists or take the calls the dialer sends them, as they do today. Where accounts go to named collectors, they sit in agent-owned lists, and if an assigned collector is out, their accounts go to the backups named in the file. The 20% of accounts in the control group stay on your current routing.

What doesn't change. Routing rules, dial volume, call windows, call frequency limits and Reg F controls stay in your own systems. BestPair never contacts a consumer.

The one new number. At least 70% of BestPair group contacts must reach the assigned collector.