Prashant Kashyap

Dialer Analyst at ADITYA BIRLA MINACS

• India - Bengaluru
• My current job since December 2007

Principal Accountabilities(Key Result Areas)

•Co-ordination with the Genesys team for L3 technical assistance and functioning.
•Ensuring that the calling services are ready at the scheduled time.
•Manage day to day predictive Dialer Management.
•Co-ordination with the IT Team for any PC related or dialer software related issues.
•Co-ordination with the Operations/Analytics team for daily strategies.
•Real time monitoring of outbound & inbound dialer stats.
•Checking and changing dialing filters as per the Risk logic.
•Uploading the calls and ensuring all calls are recorded and retrieved.
•Understanding Compliance measures with respect to running dialer.
•Managing Client requirements on Data
•Monitoring genesis related services closely to avoid down-time
•Knowledge of Trunk monitoring, OCS, SSRouting, Config.
•Creation of campaigns
•Creation of dialer ID’S and importing the ID’s.
•Suppressing the DNC numbers
•Leads Loading

Standards for Measuring Success

•Abandon rate
•Idle Rate
•Adherence to report Strategy.

Troubleshooting on dialer technical issues

•Invalid dialer login
•Does not have the access to the application
•Call drop issues
•SIT TONE issues
•General error issues
•Agents are not getting calls
•Voice issue
•Calls overlapping
•Config server error
•Call disconnection issue