New and innovative ideas to increase right party contacts

[marvin_b]

Fellow call center folks,

I'm starting a project to think through new and innovative approaches to increase outbound right party contacts. I'm sure you're all facing the same problem, what with national do-not-call lists, caller ID, and cell phones. Also, with mail channels getting equally clogged, we really need to think through new approaches.

I thought I would kick off this forum to see what you all think.

- Marvin

[jp2time]

I'm new to the outbound world but have several years of inbound experience. Recently, our Outbound area contacted me about moving their center onto our workforce management system. They explained that they want to improve their Right Party Contacts and I looked at them as if they were from Mars. So with that said, i'm looking for any feedback anyone may have on ways to improve RPC and how a traditional inbound WFM software package can be used for an outbound center.

[n_meghanath]

A rigrous leads set analysis on the disposition codes should be done at a daily/weekly level to group and regroup into buckets which in turn would be created as a queue for dailing.

For instance all no which are dialed 3 times and disposed as Non RPC during the weekdays with no Specific call back assigned to the no should be grouped under a bucket called weekend dial and should be dial only on the weekend.

A very generic thought yet it did pay off with me.