A 50/50 split on which vendor to award is a sign the tender process needs help, not that one of the vendors needs to negotiate harder. Here's what to do when a call centre technology tender has stalled, the review framework, the missing criteria, and how to get the project team to a defendable recommendation for the board.
Marketing builds the offer and throws it over the wall; the contact centre catches it and discovers half the orders don't fit through the system. It's a familiar dynamic in plenty of businesses, and it leaves money and goodwill on the floor. Here are five practical tips for bridging the gap, starting with making sure the campaign can actually be processed.
Most internal reporting is a one-way street: data goes out, nothing comes back. That's how reports keep getting produced for years that no-one acts on. Closed loop reporting flips it, the audience reports back on what they did with the information. Here's why that small process change drives outsized improvements, with a diagram and a worked example.
By the time a campaign hits the call centre, most of the decisions that decide its success are already locked in. Skip a check at this stage and you'll wear the result for the next eight weeks. Here are the five set-up questions every marketer should ask the call centre before handing over, small interventions, outsized impact.
Direct marketers know their ROI metrics cold, except for the one that's often quietly distorting the numbers. Average Handle Time flies under the radar and routinely shows up as the difference between a campaign that pays back and one that doesn't. Here's what AHT is, why it matters for both inbound and outbound, and how to get a feel for what "reasonable" looks like.
The campaign is built, the lists are loaded, and the calls are going out, so the marketing job is done, right? Not quite. Call centre execution is where good campaigns quietly under-deliver, or over-perform. Here are seven execution areas, scripting, consultant matching, timing, staffing, where small fixes routinely move conversions by 1% or more.