This afternoon I was at a customer's site, saying hi, and informally reviewing their Five9 dialer for some quick optimizations and performance tweaks, when I saw something in their settings that drove me crazy...
What followed was a 45 minute, non-stop, overly-emotional diatribe where I yelled at everyone in the room a ridiculously in-depth listing of all of the things outbound call centers need to be doing to really move the needle on their contact rates, and to strengthen their outbound ANI hygiene, after which, when I finally stopped, everyone just sat there staring at me, mouths open, thoroughly confused...some people were scribbling notes...
Achieving higher and higher outbound contact rates is a multi-faceted problem, to be sure...and the carriers, themselves, are just one small piece of it...
And, much like a diamond, you can spend all the time in the world polishing and perfecting one single facet, and still wind up with a diamond that looks like crap...
SO, over the next few weeks, I am going to discuss, individually, many of these contact rate "facets". I will discuss what tactics work, what used to work, what still works, what doesn't still work, and what, overall, is simply the right thing to do...the latter, thankfully, is the thing pretty much ALL of these facets have in common... :-)
This past year has taught me a TON about this challenge, certainly enough to know that I don't know a whole lot...but that which I do know, trust me - I know...
So stay tuned...one by one, I'm going to be giving away all the answers...feel free to use them as you wish...or don't... :-)
Happy Friday,...Jason