Ventura Awards Case Study 2010: Calling the right people at the right time

This article is a must read for those interested in learning how Ventura used a pioneering new approach to planning outbound collection calls.

 

Pioneering a new approach to planning outbound collection calls, Ventura increased right-party connects by 40% and conversion by 20%, using a new data warehouse and analysing demographics to create effective dialling strategies.

Outsourcer Ventura automated reporting and created a data warehouse to generate efficiencies, which enabled a focus on analysis rather than production of data.  Linking demographic information from Cameo allows Ventura to contact the right customers at the right time, using “demographic dialling”.  This increased right party connects by 40% and conversion by 20%.  The dialler is now integrated with workforce management and real-time adherence is shown on plasma screens and managers’ PCs.  Through effective communication, advisers understand the changes and see the benefits flow through to their incentive schemes.

Key results include:

  • Right party connects up 40%
  • Conversion rates up 20%
  • Advisor productivity up 20%
  • Payments per hour up 0.8 using demographic dialling
  • MI team reduced by 10 FTE as roles realigned around analysis
  • The data warehouse holds data for 18 months
Read the full Case Studyprint
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