Your call center is no doubt handling more traffic volume than ever before. That's good news. Here's even better news, your fixed technology costs (think telecomm costs, total cost of ownership drops for equipment, etc.) have never been lower. Also lest we forget, your call center is operating in a communications eco-system more complex than ever before (think Social Media, blogs, mobile, etc.). Traditional touchstone KPIs such as ABAs (Abandoned Calls), AHTs (Average Handle Times) and SPH (Sales Per Hour) while still relevant measurements for management do not paint a better/more profitable picture for management.
In today's outbound automated call center environments leveraging automated dialing systems, ABAs (Abandon Calls measured as the number of received calls minus the calls answered) are virtually useless for managing agents but if re-purposed are extremely useful for managing your lead costs. Repurposing the ABA KPI to lower lead cost, improve lead quality assurance agreements and ultimately increasing the all powerful SPH (Sales Per hour) KPIs are all within easy reach with the right tools.
"LPF (Lead Preflight) is a technology based KPI that we are really proud to offer our clients. Using our dialer’s native ability to rapidly dial, detect live voices, a small subset of leads are processed, scored then presented to your sales, marketing and call center management complete with recommendations based on the post call LPF analysis."
— Daniel Cleary, VP of Business Development
HOW DOES THE LPF KPI MEASURE LEAD QUALITY?
The process is actually very simply. A very small, statistically significant sample of leads is loaded into the predictive dialer as a campaign. The predictive dialer dials the contacts within the lead source, performs it's duties - even connects your agents to live prospects then scores the lead source.
WHAT ARE THE PRACTICAL APPLICATION BENEFITS OF THE LPF KPI?
While the benefits are almost countless in the creative hands of a call center manager. Our application of this KPI is primarily focused on controlling the second largest cost center in most outbound sales call centers - lead costs. A great deal of collaborative time between marketing, sales and call center operations is dedicated towards the acquisition, testing and harvest of sales from lead sources.
Your sample leads are analyzed against our record scrubbing system which clearly scores based on: %/count of invalid telephone numbers, %/count distribution of mobile vs. landlines, % do not call, % duplicate records (records already in your company's contact database).
QUICKLY FORECASTS YOUR LIST'S PERFORMANCE WITHOUT EXPENDING VALUABLE LABOR AND CAPITAL RESOURCES USING CHASEDATA'S LPF PREDICTIVE ANALYTICS
Project conversion rates are calculated based on the supplied sample lead list, processed through LPF. Since dispositions are captured, NPCR can be calculated.
This list is projected to convert 10% of the total list/lead universe into sales based on the real-time disposition mapping results.
IMPROVE THE QUALITY OF BROKERED LEADS.
LPF certification of lead quality empowers you to (a) negotiate better leads (b) benchmark broker/lead source provides (c) try before you buy. Lead brokers often make claims that were until now, largely unverifiable (i.e. list age, % of disconnect numbers, etc.).
LOWER LABOR AS A COEFFICIENT OF LEAD SOURCE TESTING
Because Lead Preflight verifies lead quality assurance claims made by brokers through our Agentless Dialing mode, agents are not necessarily required to test a lead source. Effectively eliminating the labor cost coefficient from the "pre-purchase lead quality analysis" equation.
Easily eliminate "the dialer is running slow" complaints
Predictive dialing environments should never be "slow" provided the lead source is of high quality. "Slow dialer" claims stem from a predictive dialer's failure to connect calls which 99.9% of the time are due to poor lead quality.
Leveraging new KPIs such as ChaseData's LPF and corresponding technologies help call center managers build better call centers. Give us a call 1.855.260.2896 (toll-free) or schedule a demonstration using your lead list by clicking here.