“By the time I would see that certain numbers were flagged as spam and tried to rotate them, from an operational standpoint, it was impossible. Beyond the lost potential income, the cost of blocked and flagged DIDs includes not only the leads that aren’t reached, but wasted agent time and diminishing morale. If your calls aren’t getting through, your agents aren’t having conversations, which means, for an insurance company, no new policyholders. Once new numbers were implemented, GetHealth-e agents had already been dialing for days at low contact rates-and even more caller IDs were being flagged.Īnd, while agents were not reaching prospects to talk about health insurance, the company was losing money on one of a call center’s biggest costs : payroll.įor any outbound call center engaged in lead generation and sales, contact rate is everything. With Five9’s outbound dialer, DIDs were very expensive and took as long as five days to replace. Daily outbound call volume dropped 300K to 180Kĭownload now Contact Rates Crushed by Caller ID problems.40 new agent seats added to support growth.There’s nothing more we could ask for.” RESULTS “This is by far the best system we’ve ever used, and it’s making a meaningful difference in our business. Real-time reporting to rapidly respond to changes in list-level performance.ClearCallerID™ DID reputation management to easily identify and replace flagged caller IDs.Answering Machine Detection solution to increase agent talk time.Dedicated CSM to optimize and customize configuration.Powerful predictive dialer software with custom IVR and inbound functionality.Agent login and logout issues and glitches leading to unacceptable downtime.Cumbersome reporting interfaces wasting manager time.Consistent voicemail leakage harming agent morale and effectiveness.Slow DID rotation process on former dialers leaving “Spam Likely” issues unsolved and hurting contact rates and conversions.
Paying expensive caller ID (DID) management fees.Needed dialer with effective blended capabilities for inbound and outbound.
Based in Florida, the company’s call center employs over 200 agents who handle both inbound and outbound calls. GetHealth-e is a health insurance agency focused on connecting customers across the country with their Medicare needs.
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