posted
Hello fellow users. Can anyone share your respective RPC % / Connect rates achieved when calling home phones vs Cell phones please. We are working towards oppertunities to increase internal effort but thought it would make sense to see what kind of results others were achieving to allow us to build a resonable target / benchmark to work towards.
Thanks in advance for any replies to my post.
Jay Shergill National Dialer Manager Rogers Communications Inc.
[ June 20, 2008, 01:04 PM: Message edited by: JAY ]
From: Toronto | Registered: Jul 2007
| IP: Logged |
posted
Contact rate really depends on the contact list and Caller ID controls. I had a utilities company that used our system to make 20k dials a day on maintenance schedules and other such updates. Their right party contact was OVER 80% since they had a reliable list. On the flip side, we've also had other customers, both collections and telesales, who burnt their list so much that they end up having to get a 14:1 line ratio just to keep their agents busy. There were some days when their contact rate was less than 2%.
One of the practices we've been sharing with a number of our customers to increase RPC's is caller id control. We've been using these techniques since 2004. We even did a head to head between 2 Avaya Dialers - one w/ the caller id controls, one without. This was performed in Fall of 2004.
After a weeks and 2 million calls later, we found an immediate increase of 18% on the Telesales campaign we were testing with. Although rare, we've seen a few reports of 30% increase in RPC's. From personal experience, know that during the first iteration, you normally get about a 18% lift - but you have to continue rotating in new logic to maintain that lift. If interested, more details can be found on our website - http://www.singosolutions.com/CarrierServices.php. As for a difference in home phones and cell phones, I know one of a customer in the education world that used that practice in manual mode - it increased by 28% and now they focus on cell phones only. In both cases, caller ID controls added an extra lift. Hope this was helpful and good luck!
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