outbound standards

[Irene]

Can anyone point me in the right direction? I am trying to compile a list of expectancies for outbound call centres. For example, what goals should we shoot for when thinking about contacts/ conversion...ect.

If anyone could help, I would appreciate it !!

[Frank A. Engle]

Hello Irene!

Let us know the purpose for the list of expectancies and we can probably give you some general responses.

Even with the purpose, however, what you are asking for is dependent, to a large degree, upon the type of project, whether it is in-house or outsource, the type of technology the agents use, the vertical market and the purpose of the outbound call among the many variables dictating what standards are employed.

If you are completely unsure of where to start, either find a mentor in the call center business via an industry association or hire a consultant you can trust who can help you establish the KPI's for the type of outbound call centers you are trying to study.

Good Luck!

[Seymour]

I must agree with Frank. There are so many vaiables to consider.

Those variables include more than just the type of project; Also having a direct effect upon your outcome are the data base list from which the calls are placed, the type of equipment used to dial..(or are you going manual). NOTE: Manually-dialed calls are exempt from the new, Texas No Call List Law, and most others.

Is this a "business-to-business" campaign or are you calling residences? What time of day are you calling? What verbal scripts are you using? How trained and experienced are your reps? Consider all this before dashing out to buy 'tracking/analysis software.'

Increasingly, dial tone providers and long distance carriers seem to delight in marketing "anti-telemarketing" devices and systems. It's ironic that they work so hard at marketing devices and systems that will ultimately hurt some of their largest customers, however this also adds to your evaulation mix.

The level of anti-telemarketing devices and programs in use where you're planning to call will also influence your effectiveness.

I guess 'what it all comes down to is:' "IT AIN'T AN EXACT SCIENCE."

[ian.godfrey]

Hello Irene

Would have to agree what your are asking for is not an exact science. What I have done in the past for a number of new outbound centers and we also use the same idea as we are launching into new campaigns is to first run through about 2% of the records with the group that is building scripting for the campaign. From the results we can establish a base line for the campaign of this type. From the base line we then are able to work on process improvements. (How do we get better).. Ian