Measure campaign quality and learning beyond the number of calls. The first step is to define the business outcome and the information needed to achieve it.
Reachability by segment and time
Decision-makers identified
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Useful conversations
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Qualification rate
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Appointments accepted
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Attendance rate
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.
Structured refusal reasons
This stage should be documented, tested on representative cases and reviewed through a small number of useful indicators. Clear ownership and escalation rules keep the operation controlled.