How much for one dial attempt?

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How much for one dial attempt?

15 SEP 2009

How much for one dial attempt?

A post by Joey Liner as Call Centers, Hot Transfers, Marketing

Post By
Joey Liner
Some of you may get my subject line. The line comes from one of Chris Rock’s first movie roles in “I’m Gonna Git You Sucka”. Check out this clip as he asks the store clerk for an order of ribs, but then asks him for just one rib because the price is too high. Movie Clip This is still one of the best scenes that people still quote today at parties or at the water cooler at work which always gets a strong laugh. My favorite part is when he tries to pay for the one rib but asks for change for $100.00.

On to the dial attempt……

Recently one of our big client’s and a new prospect each asked us if we will consider performing one dial attempt when we received their leads. In this scenario there are only two options; either we get the consumer on the line and transfer it to the sales floor OR if we don’t get them on the line we will post the lead data back to them for their sales floor to dial outbound. On that first dial attempt, they conceded that know matter how sophisticated their LMS and internal operations are, they would never beat us in dialing on a record within seconds of it hitting our server. Let me back up for a second; The client and prospect have a culture set up for inbound and outbound marketing. Both the client and prospect take inbound calls from radio, TV and some internet leads resulting into a Hot Transfer. They also have a set number of leads that they like to give to their sales associates to call outbound each day but are getting frustrated that they are not first to speak to the consumer on that initial call. Both shops will concede that they would never go to 100% inbound either because they don’t want their sales associates to just stare at the phone all day and wait for it to ring. So how do you have cake and eat it too? Is this the answer to the outbound breakage one dial attempt and out? Maybe.

Most LIVE Hot Transfers from online leads result on the first dial attempt. We typically keep a lead in our dial queue for all verticals for 2-3 business days, with a minimum of 5 dial attempts. For this service we charge $4. For one dial attempt and out we are going to charge anywhere between $1-$1.50 depending on the vertical. If we don’t transfer the lead; we are going to post it back to the client and prospect for them to start their own outbound process. So there is your answer to “How much for one dial attempt?” I am very optimistic that both shops will get the best of all worlds here and live happy ever after.

Check back soon for some feedback on the program.

Joey

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How much for one dial attempt? by Joey Liner
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