Challenge

I work as a manager in a recovery area of a bank located in central-eastern europe. I am not a native  english speaker so please be kind on my language errors ☺ I’m also new to the business so I’m still  learning the craft of managing contact center.

Our unit is responsible for collecting delinquencies on early stage through outbound phone  campaings.

One of our biggest challenge is to provide 100% penetration rate of the campaigns having limited  staff. (Penetration rate means how many times we try to reach our customer per campaign/per day).

So the question was: „What can I do to increase our penetration rate without loosing current Right  Party Contacts?”

My assumption was that adjusting current database will improve our penetration rate and also keep  the RPC rate on a same level.

Selection/Application

Up till this time every new improvement was preceded with a business plan and profit/savings  forecasts. After finishing this course I decided to try many low cost/costless and short learning  launches. In my opinion choosing learning launch tool was the most appropriate to my challenge  because I needed a fast and effective solution.

Here’s one example:

I’ve made a deep analysis of current campaings and customer data. It turned out, that arround 60%  of our records were ineffective every day (no answer, out of reach), but the autodialer still had to dial  those numbers causing agents to wait long time for another call.

According to that data, I’ve decided to make an experiment and so we’ve modyfied one campaign by  deleting numbers that have been marked as ineffective for at least 3 days in a row.

Insight/Approach

The end result was that the average wait time for call decreased from 59 seconds to 29 seconds  while keeping the same RPC rate. Thanks to that change we’ve managed to increase our penetration  rate by avg. 35%. After this success we’ve implemented the same solution to the rest of our  campaigns and increased total numer of contacted customers drastically.

It also gave us a possibillity to search new numbers to customers without correct number.

I’ve learned that I don’t have to make big projects to increase our effectiveness. Little changes can  make a huge difference in our process. This course also gave me the confidence to make more  experiments on a daily basis.


Challenge I work as a manager in a recovery area of a bank located in central - eastern europe . I am not a native english speaker so please be kind on my language errors ☺ I ’m also new to the business so I ’m still learning the craft of managing contact center . Our unit is responsible for collecting delinquencies on early stage through outbound phone campaings . One of our biggest challenge is to provide 100 % penetration rate of the campaigns having limited staff . ( Penetration rate means how many times we try to reach our customer per campaign / per day ) . So the question was : „ What can I do to increase our penetration rate without loosing current Right Party Contacts ? ” My assumption was that adjusting current database will improve our penetration rate and also keep the RPC rate on a same level . Selection / Application Up till this time every new improvement was preceded with a business plan and profit / savings forecasts . After finishing this course I decided to try many low cost / costless and short learning launches . In my opinion choosing learning launch tool was the most appropriate to my challenge because I needed a fast and effective solution . Here ’s one example : I ’ve made a deep analysis of current campaings and customer data . It turned out , that arround 60 % of our records were ineffective every day ( no answer , out of reach ) , but the autodialer still had to dial those numbers causing agents to wait long time for another call . According to that data , I ’ve decided to make an experiment and so we ’ve modyfied one campaign by deleting numbers that have been marked as ineffective for at least 3 days in a row . Insight / Approach The end result was that the average wait time for call decreased from 59 seconds to 29 seconds while keeping the same RPC rate . Thanks to that change we ’ve managed to increase our penetration rate by avg . 35 % . After this success we ’ve implemented the same solution to the rest of our campaigns and increased total numer of contacted customers drastically . It also gave us a possibillity to search new numbers to customers without correct number . I ’ve learned that I do n’t have to make big projects to increase our effectiveness . Little changes can make a huge difference in our process . This course also gave me the confidence to make more experiments on a daily basis .