Now that the annual bloodbath known in direct marketing as “Red October” is over, the usual conjecture regarding why results for DRTV have not been better ensues. One of the culprits that has surfaced in a big way is dropped calls. As difficult as it is to get the consumer - to pick up the telephone and call to order, imagine a marketer’s - frustration to learn that his or her call center may have dropped as much as 70 percent of the calls! It may sound far-fetched, but this is the  sort of statistic floating around the industry based on actual campaign results.
This is why intelligent call routing can be so vital to a business - that relies on in-bound telemarketing. Intelligent routing allows you - to send calls to multiple locations and establish hard rules for how those calls are received. So, for example, if a direct marketer wants to use multiple telesales centers or even home-based agents, he or she can split the incoming calls among any number of different locations.
Further, the marketer can establish a rule whereby if a call is not answered within a set number of seconds by the first location in the cue, it is then re-routed to another location. This is truly a win for everyone involved, for nobody triumphs when a call goes unanswered–not the consumer, whose enthusiasm for a product is dampened by a bad experience, not the marketer, who loses out on the precious sale, not the ad agency struggling mightily to make an airing payout, and certainly not the telemarketer who has to face the wrath of all of the above!
Scott Richards is CEO of Dial 800, a company that specializes in marketing optimization. Among the company’s offerings is IntelliRoute, intelligent call routing that ensures direct marketers calls get to the right place the first time, every time. Richards can be reached at scott.richards@Dial800.com or 1-800-DIAL800.
Tags: call centers, intelligent call routing, telemarketing, teleservices
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