We all know that sending interactive messages or voice/text alerts to consumers is significantly more cost effective than sending numerous notification letters through the mail. So how can companies maintain their contact rate metrics and increase response rates in their existing campaign strategies? Design a strategy that includes channel blending as your secret sauce.
As we look at the different channels available for your outbound contact strategy, companies are seeing the following response rates:
With a blended channel escalation strategy, any consumer who answers an IVR call and does not respond can be immediately called back as a Predictive or Preview call with a different caller ID, perhaps a local phone number. We know the consumer is home because he/she just answered, and now you drive them right to your agents. Plus, if you have implemented a strategy where you garner consent from the consumer, you can add mobile voice or SMS to the blended campaign strategy. The US is 104.6% mobile phone penetrated, with 31.6% homes being wireless only. Knowing the consumer’s preferred channel to communicate can not only allow you to communicate at the exact time you want, but may also be the difference between capturing a payment or not.
Channel blending escalation is the secret sauce for existing strategies that have lost some efficacy. It is a simple, cost effective solution that will improve overall response rates and increase agent productivity. In the challenging and dynamic consumer engagement environment, it is critical to stay flexible and consider all your options. We encourage you to test a blended strategy and see the lift in contact response rates for yourselves!
By: Matt Edmunds
Customers Frustrated with Brands that Fail to Personalize
Loyalty Program Drivers: Is Your Financial Institution in it for the Right Reasons?
Making Content Marketing Effective: Choose the Right KPIs