Call Centers: How using clean data can raise your bottom line
Call centers are an essential part of the American economy and a crucial component of many companies’ sales strategies. It doesn’t take an economist to understand that the more contacts that are made, the greater the chance for a successful sale. However, to make contact, it is crucial that call centers have the right tools. The first (and often overlooked) tool is making sure that employees are calling valid numbers. After all, it makes little sense to pay employees to listen to disconnected numbers and then take the time to log the numbers into their system when there is a program that will ensure that all numbers are clean and valid.
By using clean data and verified numbers, your company can potentially save hundreds of thousands of dollars in the long run and dramatically improve your bottom line.
There is no set number as to how many calls an agent at an outbound call center should make. Generally speaking, the length of a call depends on many factors- product or service being sold, the caller’s speech rate, the listener’s questions, and more. Naturally, the more successful calls that a salesperson makes, the better it is for your overall bottom line. However, one major factor that affects the success rate of sales calls is the quality of data. Call Center Helper makes the case that if the quality of your outbound calling list is poor, then you will probably hit higher volumes of calls, however, these will be shorter as you will find that many calls will result in no decision-maker contacts – i.e. wrong number.
Suppose the goal for a call center employee is to make 180 calls per shift. A typical call lasts approximately 3 minutes. In this scenario, we can assume that 10% of valid contacts (the correct person answering the phone) result in a successful sale.
- If only 50% of the numbers are valid, then that means that 90 calls will be spent on wrong numbers and there will be 9 successful sales.
- If only 75% of the numbers are valid, then that means that 45 calls will be spent on wrong numbers and there will be about 14 successful sales.
- If 95% of the numbers are valid, then that means that only nine calls will be spent on wrong numbers and there will be about 17 successful sales.
Assuming that each sale yields the company $200 and there are 20 agents working daily, that could mean a profit increase from $36,000 to $68,000 per day. While there are other factors to take into consideration such as agents making fewer calls due to more successful contacts, it’s evident that clean data is a crucial component of reaching your target audience. At Real Validation, our system takes the uncertainty out of your data through our proven, accurate phone number verification programs. Not only does the Real Validation identify whether a number is connected and contactable number, but we also identify whether it is a cellular phone or landline.