Maximizing Call Campaign Efficiency using Phone Status Evaluation

Image Displays A Call Center Agent

 

Dynamic Phone Number Optimization

Phone Status Evaluation tools in ACE allow you to improve phone number management, ensuring your team doesn't squander time and money repeatedly calling unresponsive numbers. 

Use them to set phone number status based on call results, including the ability to make phone numbers unavailable for call campaigns when they aren't delivering the desired results. For comprehensive information and links to configuration guidance, visit our ACE Help Center and search for "Maximizing Call Campaign Efficiency using Phone Status Evaluation." 

Phone Status Evaluation is your secret weapon for more efficient and productive call campaigns. Embrace it as a component of your campaign strategy, and watch as your efforts become more targeted, cost-effective, and ultimately, more successful.

Image Displays Phone Evaluation Setup

 

Understanding Phone Number Statuses

To harness the full potential of the Phone Status Evaluation, it's crucial to grasp the significance of each status. ACE offers nine distinct statuses:

1. New: Freshly added numbers awaiting initial contact or validation.
2. Active: Numbers with ongoing engagement and potential.
3. Do Not Contact: Numbers marked for no contact; typically at the request of the consumer or client.
4. Do Not Call: Numbers registered on "Do Not Call" lists.
5. Exhausted: Numbers with repeated unsuccessful contact attempts.
6. Inactive: Numbers you want removed from active campaign workflow.
7. Verified: Numbers with verified contact information.
8. Wrong #: Numbers verified to belong to someone other than the consumer.
9. Reassigned: Numbers that have been reassigned to a different person or entity.

Key Considerations

When incorporating Phone Status Evaluation into your call campaigns, follow a strategic approach with these key considerations:

1. Review Phone Inactivation Policy: Align your Phone Inactivation Policy with your campaign goals.
2. Measure Call Campaign Effectiveness with RPC (right party contact) values: Know what your current RPCs are per agent by hour (possibly using the Agents Performance Summary Report).
3. Start with One Rule to Test: Commence with one rule to test its effectiveness, avoiding overwhelming complexity from the outset.
4. Evaluate Progress and Adjust Your Workflow: Continuously monitor progress, set benchmarks, and modify workflow based on phone status results.

For Example: Exhausted Status

When an account accumulates multiple exhausted phone numbers, it signals unsuccessful attempts to reach the consumer via phone calls—potentially due to non-responsiveness or disconnected numbers. To address this, you can take a strategic approach using Phone Status Evaluation to move accounts into enrichment to search for alternative phone numbers and remove the account from the agent worklist.

Designing the Workflow

Below is an overview of the configuration steps related to Phone Status Evaluation:

1. Establish your Phone Status Evaluation Rules: This step involves specifying the phone results that will be utilized to identify the Phone Status you wish to modify.
2. Trigger the onAfterDemographicPhoneStatus action path workflow: This action path can be set up to flag accounts accordingly for enrichment, removal, or addition to a worklist based on the identified Phone Status.
3. Periodically assess enrichment outcomes through your enrichment workflow: Evaluate these results regularly to enhance Phone Status Evaluation continuously and achieve the desired outcomes.

Enhancing Call Campaigns

Phone Status Evaluation eliminates guesswork from phone number management, optimizing campaign efficiency and effectiveness. Efficiency and automation are paramount in call campaigns, and this feature offers a robust solution. It empowers you to set up logic rules for automatic status evaluation, ultimately improving your campaign's ROI. By implementing this tool, you save time, money, and effort while increasing your chances of connecting with consumers. Leverage Phone Status Evaluation to supercharge your outreach efforts today. Don't let unresponsive numbers drain your resources; let Phone Status Evaluation work for you.

Configuration Articles

The following articles will provide guidance for configuring Phone Status Evaluation and workflow.

How to Configure Phone Status Evaluation

How Can I Configure Workflow Using Phone Status Evaluation

Building Logic Blocks

Creating an Action Path