Number of Agents are a major factor in determining agent productivity when using predictive dialing algorithms.

A large number of agents provides for a high number of dial attempts, which is a major factor is achieving short agent wait times between calls.  As with casinos, a high number of transactions minimizes the effects of the deviations which do occur, allowing a smaller margin for error.  Depending on the implementation details of a predictive dialing algorithm, the dialer may then be able to more closely approach a selected level of abandoned calls without exceeding that level.  This is particularly relevant with predictive dialing algorithms, which automatically adjust overdialing on an ongoing basis.

One illustration occurs when applying predictive dialing techniques, such as overdialing, to a campaign intended to generate no more than 3% abandoned calls.  If one were to attempt this with three agents, a spike in the occurrence of abandoned calls would quickly require a significant decrease of overdialing to avoid further abandoned calls.  This would slow the pace of dialing and, in turn, increase the wait time between calls.  When running the same scenario with 100 agents, the overdial rate may be more finely adjusted for 3% abandoned calls, so a spike in abandoned calls does not have as dramatic an affect on performance.