Case Study:
Improve Campaign Results with Phone Validation
Overview: Phone Validation enables contact centers to increase dialer efficiency and enhance outbound campaign results by identifying live, disconnected and invalid phone numbers. Since laws prohibit predictive dialing of unauthorized mobile phones, Phone Validation also reduces operator wait times and other non-contributing costs.
Situation: A contact center was re-launching a telemarketing campaign. Prior to dialing, they wanted to eliminate disconnected phones from a dormant file of 200,000 opted-in prospect records.
Solution: The contact center ran its prospect file through Speedeon Data’s Phone Validation solution, which checked each 10-digit phone number against a Telecom Gateway and returned a corresponding “connectivity” flag (i.e., Connected, Disconnected, Likely Connected, Likely Disconnected, Invalid/ Timeout).
Results: 49% of the original prospect records were verified as connected phones, and 24% of the records were flagged as “probably connected.” 27% of the file was categorized as “non-productive, i.e., disconnected, probably disconnected, or invalid/timed-out.
|
Output Flag |
Count |
Percentage |
|
Connected |
97,784 |
48.89% |
|
Disconnected |
42,215 |
21.11% |
|
Probably Connected |
47,665 |
23.83% |
|
Probably Disconnected |
11,692 |
5.85% |
|
Invalid/Timed-out |
644 |
0.32% |
By eliminating non-productive records, the contact center was able to improve campaign performance by increasing seat occupancy and contacts per hour, while reducing operator wait times and other non-contributing costs.
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