1. © 2012 Sytel Limited Version 1.6 Measuring Predictive Dialler Performance under Ofcom Regulation Predictive Gain

2. © 2012 Sytel Limited Version 1.6 Average Talk Time? Predictive gain predictive progressive Avg talk time (mins per hour)

3. © 2012 Sytel Limited Version 1.6 Predictive vs. progressive 0 15 30 60. 45 Predictive Progressive Predictive gain Avg Talk Time (mins/ hr)

4. © 2012 Sytel Limited Version 1.6 0 15 30 60. 45 Predictive Progressive Predictive gain Predictive gain - Avg Talk Time (mins/ hr)

5. © 2012 Sytel Limited Version 1.6 50 40 30 20 Avg talk time (mins per hour) campaign conditions Progressive dialling 10 20 30 40 50 Live call rate (%) The effects of

6. © 2012 Sytel Limited Version 1.6 50 40 30 20 Avg talk time (mins per hour) Moving to predictive Progressive dialling 10 20 30 40 50 Live call rate (%)

7. © 2012 Sytel Limited Version 1.6 50 40 30 20 Avg talk time (mins per hour) regulation in the UK Progressive dialling 10 20 30 40 50 Live call rate (%) The effects of R E G U L A T I O N

8. © 2012 Sytel Limited Version 1.6 abandoned calls - 3% What is… max. number of abandoned calls allowed per 1000 calls dialed? regulation - example The effects of What if… live call rate - 20% (typical outbound campaign)

9. © 2012 Sytel Limited Version 1.6 3% x 20% x 1000 = 6 abandoned calls! regulation – answer! The effects of

10. © 2012 Sytel Limited Version 1.6 50 40 30 20 Avg talk time (mins per hour) 10 20 30 40 50 Live call rate (%) Predictive gain - Progressive dialling Predictive gain? R E G U L A T I O N most diallers

11. © 2012 Sytel Limited Version 1.6 R E G U L A T I O N 50 40 30 20 Avg talk time (mins per hour) Predictive gain - Predictive gain! Progressive dialling 10 20 30 40 50 Live call rate (%)

12. © 2012 Sytel Limited Version 1.6 Next steps – 1. Predictive Gain Test

13. © 2012 Sytel Limited Version 1.6 Next steps – 2. Oceanic™ data model

14. © 2012 Sytel Limited Version 1.6 Next steps – 3. Head-to-head pilot

15. © 2012 Sytel Limited Version 1.6 +44 1296 381200 info@sytelco.com www.sytelco.com Let’s talk!