Contact Rate
Daniel Foppen, Head of Product & Product Marketing for Convoso, has over 20 years of CX experience and joins the Contact Center KPI podcast to share his predictions about outbound contact rate.
While other KPIs matter, contact rate should be a priority according to Daniel. If your contact rate continues to decrease, that means you’re speaking to fewer people.
Improving contact rate can drastically impact your top line.
Key takeaways from Daniel Foppen
1. Customer service teams will be doing outbound dialing in the near future.
Outbound is not just for sales anymore. Customer service teams will be asked to do outbound dialing to customers to help them stay ahead of issues.
For example, a product trigger could notify agents to call a customer if they are receiving an error. Customers no longer have to “wait in line” adding a level of concierge service to your company.
That’s one way to set your business apart from others and get out of archaic processes.
2. 5% is the standard contact rate for outbound dialing.
This means there is a tremendous loss of productivity as agents are waiting for people to answer the phone.
This is where predictive dialing and other tactics that can help increase contact rate, will in turn affect overall agent productivity.
You improve the top line by increasing sales, but you also impact the bottom line by increasing productivity.
3. Companies should start by reviewing their current capabilities around outbound dialing before diving in.
Start by evaluating current vendors. A traditional CCasS or UCasS platform will not help with outbound dialing at scale.
Next, understand the complexity around compliance with the states you’ll be dialing to. This is a huge factor that should be considered when choosing new vendors to work with.
Don’t just assume what works for inbound is what is going to work for outbound. They are two completely different “beasts”.
