Hi All,

Our forum has helped me answer many questions in the past and I expect to hear from our expert members who might want to help me on this one.

We do a lot of outbound calling on different campaigns and request our clients to try databases from different sources, to ensure we have the best lead file and resulting in HIGH PRODUCTIVITY!!! Our clients are willing to send us different leads files with diffrent filters for the test run and compare results, however I am not too sure if we are comparing it correctly.

Are there any specific INDUSTRY set PARAMETERS that could be used to evaluate a Lead file Quality??

Any thoughts on this would be appreciated or if you would like to email me, please feel free to do so!

Thanks!
Kunal.

I would be more than happy to help you. Do you currently make your calls manually or on a dialer?

Robert Mercado
RMercado@NobleSys.com

Hi Robert!

Thanks for your promptness! We are currently using a Predictive Dialing system from DIVINE (eShare). All our campaigns are on the predictive dialer.

Please let me know if you would have any more questions, I would look forward for a reply soon!

Many thanks in advance!

Regards,
Kunal.

Are you guys happy with the Divine Dialer? I understand that company is going through some problems.

Robert Mercado

Robert,

Looking from the service point of view yes, we have had a few problems in the past, but looking at the dialer capabilities and performance. It performs very good and we are doing fine with it, because of the excellent pool of technically skilled people who manage the dialer. A strong understanding of the dialer actually helps us overcome such issues easily.

To answer your question! Yes we are pretty happy with it. We can generate these reports which might help in the lead file evaluation, however just wondering if there were any specific parameters that we should consider.

Thanks,
Kunal.

Hello Kunal,

I have not worked on diallers a lot but, where I have the measures we used were to compare the "no shows", fax numbers encountered, no answers and actual calls completed against the lead file provided. From this you will be able to gather what your hit ratio will be and similarly calculate what your lead-to-sale conversion rate is. This should provide you with a starting point for establishing how accurate and valuable a lead file is. After all, we can only be as good as the information we are provided.

Regards
Christopher Mills

Thanks Christopher!

One thing on these dialers is we get very good reports on the fax numbers encountered, no answers and actual calls completed against the lead file provided. These things are automatically eliminated by the dialer, so there might 1000's of these No answers or fax tones every hour, but the agent would not get these calls at all. We do not take any notice of these ( Or should we?? may be just to evaluate the lead file ??) . We do gather the hit ratio very well and we do calcualte the conversions! Totally agree with you that we can be as good as the information provided and I was in search of something more precise ... and ways on how to refine it to ensure I have the best results to evaluate a lead file.

Suggestions Welcome!

Thanks,
Kunal.

Kunal, to accurately evaluate the quality of an outbound calling list is a very business specific exercise..

The list I would assume are prospects for revenue? If so then what would you define as a satisfactory result? Does your business interact on a sales or customer service basis with customers or a mix of both?

Once you have the above defined then you need to look at your agent call flows, this is the most neglected area of data management in my experience and also the most crucial to the success of your enterprise. What you will need to do now is define several (or more) "termination codes" that reflect differing business results and evaluate your list from that perspective. Standardise business transactions between your customers and your agents and you can then measure effectively.

The contact / non-contact ratio is also extremely important when looking at the agent utilisation / dialler performance ratio but you need to analyse your prospects demographic, location, time of day at first, second and third pass attempts (when will you decide that your list is exhausted etc).

I hope that this helps you. Your business needs to be the design for the technology, not the other way around.

Regards,

Ian