Helping Inbound Call Center Work Drive Outbound Compliance

By Tracey E. Schelmetic
TMCnet Contributor

If your contact center engages in outbound work, you do it for a good reason: there are valuable rewards that come from outbound work. Of course, with great rewards come great responsibility, and outbound work isn’t for the faint of heart. It’s hard work, and it requires strict compliance with a variety of do-not-call lists: national, regional and even your own internal lists.

While there are list scrubbing solutions that go a long way toward helping with compliance, no solution is perfect, and many companies find they have to engage in a number of different techniques to prevent calling numbers they’re not supposed to.

Contact center applications provider Rostrvm (News - Alert) Solutions proposes a new tool to help with outbound dialing compliance. The company says that using intelligence from inbound communications can not only aid compliance but also achieve a significant increase in outbound contact success.

“It makes sense that if you’re contacting an existing customer you should check first to see what time they chose to call you and to contact them at that same time,” said Rostrvm’s Ken Reid in a press release. “Knowing when to call customers, to catch them when they are most likely to be in ‘buying mode’, presents the single most important challenge for outbound campaigns. Having intelligence from inbound data, which enables you to plan calls, puts you ahead of those who dial blindly, hoping to make contact, because around 70 percent of their attempts will fail.”

Using inbound intelligence also allows contact centers to utilize their calling agents more effectively, because they are less likely to be waiting around to speak to customers, wasting time and weakening key performance indicators.

Rostrvm says its call center suite enables organizations to obtain the kind of intelligence they need from their inbound communications and use it to gain as much as a double-digit increase in outbound operational efficiency, depending on specific campaign circumstances.