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How good is your lead generation company? Why data quality is often poor, and what you can do about it. - Antheus Telecom - ContactCenterWorld.com Blog

How good is your lead generation company? Why data quality is often poor, and what you can do about it.

Lead generation in call centres - is your data all it’s cracked up to be?

A good lead generation company is an invaluable partner when it comes to call centre performance. Simply put, if the quality of the data is good then call centres will achieve a higher daily conversion rate for calls made. In addition, the cost of leads has gone up enormously, particularly as a result of the new General Data Protection Regulation (GDPR), so it’s vital that your lead generators are working well for you.

Telemarketing is a difficult job, but good data can really help. So the key to a successful telemarketing campaign lies in an accurate, up to date list of prospective contacts.  Accurate data will ensure you speak with the right contact and reduce wasted time on sales calls you can’t convert.

The characteristics of good quality lead data

Good quality lead lists will have the following attributes:

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Targeted

Your leads are in the right target market.

Current

The contact provided is still available at the number given.

Accurate

The telephone number is correct, and works first time.

Pre-checked

Contacts are checked against the Telephone Preference Service (TPS) register to remove any contacts that don’t want to receive marketing calls.

Signs that you have poor quality lead data

Many call centres suspect that their leads are of poor quality, and there are a few indicators that point to this. If you notice the following things happening, it’s a sure sign that your lead generation company is not as good as it should be:

  • You call people who are no longer there
  • You have to spend time finding out who’s the best person to speak to
  • The contact is still at the company, but they are at a different location. You have to spend time finding out their new details.
  • The contact you called is not the right type of contact. For example, you are looking for healthcare providers but you get through to a leisure centre.
  • The company called is not in your target market. For example, you are looking for companies with more than 50 employees, but you get through to a sole trader.
  • The effects of poor quality lead data

The effects of poor quality lead lists in call centres

Let’s assume that you make 100 calls. If 20 of those turn out to be poor contacts that are never going to buy from you, that’s 20% of your calls that are wasted. If each call takes 3 minutes, you’ve lost an hour of your time. Your success rate. If your actual effective conversion rate is 10%, then

10% of 100 is 10

10% of 80 is 8

But your statistics will actually show a conversion rate of 8/100 i.e. 8%. That’s a pretty big difference and wholly attributable to the poor quality of your telemarketing list.

You can play around with the percentages, but whichever way you look at it, there is a massive difference in productivity with poor data compared to good data.

How to deal with bad telemarketing data

If you suspect that your list of leads is not as good as it should be, then it is vital that you adopt a structured approach to identifying this. Otherwise, any feedback that you give to your lead generation provider will be anecdotal, not verifyable and lack impact.

Processes

Make sure that you have adequate documented processes in place to identify and manage poor data.

Monitoring

Find out how bad your data really is. Make sure your agents are able to log instances of poor quality data. Make sure that your call centre software allows them to flag the reason why they’ve concluded that it’s poor. Without measuring this, you will be unable to properly address the issue with your data provider, because you won’t have the facts to prove it.

Cleansing

Make sure that poor data is cleansed and updated as appropriate. Once a contact is established, it’s important to retain the details of the successful contact.

Reviewing

Have regular meetings with your data provider where you can address any issues identified, agree key performance indicators and receive a refund if applicable. If the data quality does not improve, select another provider.

Technology

Ensure that your call centre software provider focusses on the quality of data, enables you to capture information about data quality and provides good reporting on data quality.

How to identify a good quality lead generation company

Communicate actively with your supplier

Make sure your lead generator understands your objectives and how you work

Do they have a really great reputation?

Only buy from a reputable supplier. Key indicators are direct marketing association accreditation, proof of historical reliability, a focus on data protection, reviews from existing customers etc. The source of the leads list should also be explained.

System compatibility

Make sure that the data provided will work well with your call centre software. Agree consistency between data labels and formatting upfront.

Is the data up to date?

All contact databases should have been checked recently, preferably within the last 6 months.

Is the data of good quality?

Ask for a sample of leads. All reputable suppliers of leads should be happy to give you a representative sample of the types of leads they can provide

Check your rights to use the data

Make sure that the contract allows you to use the lead data as you are intending to.

Is the data appropriately pre-checked?

Effectively pre-screening the data for certain things will save your agents valuable time. For example, for cold calls, have the leads been checked against the TPA? In addition, any contact database that you buy should be checked against any relevant opt-out registers.

Conclusion

Last but not least, make sure you have a really good call centre software provider. They will be able to help you with data quality issues. For example, call centres often have more than one lead generator company, so we add a Vendor Lead Code to each item so that you always know where the lead came from. You can easily upload spreadsheets of leads into your call centre system and track whose leads work best. What’s more, our systems keep track of important data (e.g. never answers, invalid number, gone away etc.).

For details of how Antheus Telecom can help you with your call centre data quality, please contact us to discuss your requirements.

Source: https://antheus.co.uk/2019/01/29/how-good-is-your-lead-generation-company-why-data-quality-is-often-poor-and-what-you-can-do-about-it/

Publish Date: January 29, 2019


2022 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

10.) Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.

13.) 
Simucall limited

Assessment of Contact centre job applicants
Pay As You Go remote assessment tool for contact centre job applicants.

NO set up or registration fee and NO minimum use contract

Assess your applicants ability to listen to a caller, recognise the important pieces of information and record them into a logging system swiftly and accurately under pressure.

Full management dashboard

Pay per completed assessment (no charge if abandoned or not taken by the deadline you set)

Choice of assessment environments - including Insurance claims, Financial transactions, Emergency service calls, Utility defect report and IT Helpdesk

Variety of UK accents used by callers (of different ages and genders)

You retain control of all communication with the applicants
 



View more from Antheus Telecom

Recent Blog Posts:
Ofcom consider getting rid of phone area codesFebruary 22, 2019
How good is your lead generation company? Why data quality is often poor, and what you can do about it.January 29, 2019
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