for outbound dialers – why a agent shouldn’t handle both power and preview campaigns?

i dont know if there is any outbound dialer that allow power and preview campaign for a agent at a time, in my opinion, if it is not managed properly it would end up in chaos, before we proceed what could be possible problems and how to prevent them(yeah my two cents, industry leaders are out there to differ and enhance this small thought) let us understand what is power and preview campaigns are.

power campaigns: the agents provided with customer details in the application screen only when the call is patched between agent and customer, call dialing frequency is high in comparison with preview, this helps to reach wider clients by utilizing agents time completely.

preview campaigns: the agents provided with clients information in the application screen, and he can then decide when to process the call. This mode allows the agent to prepare himself prior to the call. total number of contacts processed are much lesser in comparison with power campaign, but the business success rate is much higher in comparison with power campaign since agent is very much prepared for the clients.

now to the problem:

• as a nature of power campaign, agent will keep getting only power campaign contacts until it runs out of contacts to handle preview campaign
• preview campaigns contact will be left out without dialing any

how we can address the problem?

• give the responsibility to agent to make preview campaign calls between power campaign – there’s no good joke than this in a modern contact center’s world.
• automate a simpler algorithm – every 1 or 2 power campaign calls, 1 preview campaign calls should appear – what are we achieving in this? contact gear change will wear out the agents productivity for sure.
• automate that which campaign should be given higher priority – i.e:
  • dial all power campaign contact first then preview campaign contacts
  • dial all preview campaign contacts first then power campaign contacts
  • finish all high priority contacts irrelevant to campaign type

similarly thinking about the agents having combined campaign facility (power, preview, progressive and predictive) will share my notes in later.