Common questions
Our platform already has predictive routing
For: Owner, IT, operations
Same conceptual idea, different in some important ways. If your platform offers predictive routing, it answers the question we answer: who should take this one, judged from history rather than from who is free next.
Inbound call, or outbound account. Predictive routing usually decides who takes a call as it arrives. On an outbound 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 own system records, and 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.
Where it runs. Predictive routing works if you are on that platform and route through it. BestPair posts one file a day and works with the dialer you have, or a mix of them.
Ours is also checked every month against a control group on your own book, with the fee following the result.
If your platform's predictive routing is already live on an outbound collection campaign and measured on dollars collected, say so on the call. We would rather find that out early.