Interesting discussion on contact rates - Raj Wadhwani - ContactCenterWorld.com Blog
I am outsourcing some outbound calling to a 3rd party. Today I had a note from the owner asking me what contact rates should we be looking for to make this program a success. My response was simple, this is a sales campaign and they should know you don't look at contacts in a sales campaign as the key measure, you look at sales value to see if its viable. after all 100 contacts a day but no sales is far worse than 1 contact in a day and 1 sale valued in the $000's. Makes me wonder about the expertise of an outsourcer when they ask me for what no. of contacts I am looking for when I am looking for sales and $$$ to pay for the campaign!
Publish Date: April 30, 2010 2:17 PM