How are you dialing consumers today? Whats your risk level?
March 12, 2014
Where is Waldo Calling from? Near shore or Offshore. Where should you place accounts and BPO work?
September 21, 2016
By Phillip W. Duff, CEO of Lighthouse Consulting
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?
- The first thing you need to do is make sure your staff has all the tools available to make many RPCs daily, such as an advanced phone system, software that speeds up the process, scored portfolios, and anything that increases the ability of the staff member to make more calls.
- Next, you must find a way to make sure you are feeding the right accounts to the collection staff to call by scrubbing, skip tracing, and verifying the numbers the highly-paid and highly-experienced staff you have built are dialing. By doing all this, you can make sure the data is correct and has the best chance of a RPC for the staff to call. You have a responsibility to segment these tasks, not task your collector with skip tracing, verifying, and scrubbing the portfolio assigned to them to get higher RPC ratios.
- You can achieve most of the above by hiring a CALL TRANSFER AGENT that is tasked with getting the consumer on the phone and professionally transferred to your waiting experienced staff member for collection. In the past, the problems associated with transfer agents have been accents and drop rates, which reduced overall success rates of the campaigns.
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
