Reduced opening hours, returning caller rate?

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If an active campaign in an outsourced contact centre reduced it's opening hours, but did NOT offer any alternative means of communication as replacement (eg IVR), from people's experience, what rate of customers that would have dialled in the now 'closed' hours would call back in the new 'open' hours.

(NB The kind of rate we are looking at is reducing 3 hours per day of an evening and closed all weekend - roughly a quarter of total of average volume).

Any thoughts or experience much appreciated!

Posted 1 year ago

kowalski

Hi Jason,

We have campaigns that have switched to odd opening hours in the past for various reasons and the rate of re-dialling after connecting to an OOH message varies wildly. It is going to depend on a whole load of factors and isn't going to be transferable data from one call type to another, except as the vaguest of hints.

For starters - What generates the volume into this line? If callers are going to be given £1,000,000, each you better believe they will call back later. If it is to respond to one of those "How is my driving?" stickers after they got cut up turning in to Burger King, once they've ingested all those trans-fatty acids they probably won't remember anything about the whole affair.

Reduced opening hours, returning caller rate?

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