Take a look right now on your OPS Dashboard, phone system, dialer, or just walk out on the collection floor and tell me what percentage of your staff is talking to a RPC (Right Party Contact). 10 percent, maybe 25 percent if you’re working really good paper. What does a 10 percent increase in contact ratios do in a day, week, or month? It will likely increase revenue by the same percentage.
So what does a 50 percent increase in RPCs do to your revenue in a day, a week, or a year?
What if your best-trained staff were spending their time working 50 RPCs daily? What would that do for your revenue?
So the question remains: How do you increase RPC ratios per experienced staff member?
There have been improvements in the overseas call center transfer agents over the past decade, but most people have been doing this within their own organization by hiring lower-paid staff to make the calls and transfers. I have seen this in both law firms and collection agencies, but the cost is still sometimes prohibitive coupled with the turnover of staff in an entry-level position.
What if I could tell you I have a U.S.-based call center that can perform the warm transfers to your experienced staff? What if I told you I could deliver the following:
With FIVE callers from U.S. call centers
No foreign accents or cultural challenges
Seamless increase of agents with no turnover issues
Successfully dial 400 numbers per hour
Successfully contact 40 RPCs per hour
Get 92 percent of those RPCs to a successful transfer
@ a cost of just $70 hourly or $14 hourly per agent
With TWENTY FIVE callers from U.S. call centers
No foreign accents or cultural challenges
Seamless increase of agents with no turnover issues
Successfully dial 2000 numbers per hour
Successfully contact 200 RPCs per hour
Get 92 percent of those RPCs to a successful transfer
@ a cost of just $275 hourly or $11 hourly per agent
The increased RPC ratio should
Increase the number of outgoing calls made daily by 150 percent
Increase the revenue by 10-50 percent
Call me for more info at 904-687-1687 Phillip W. Duff