We have seen a significant drop in RPC's as a % of contacts circa 10% between January of this year and January 2010. We had also seen a drop in 2010 compared to 2009 although not as much.
We've looked at all our dialling parameters,best time to contact and mirrored those of previous years and replicated everything of the past but still not achieving what we were. We've been down every avenue with this and can't explained. I wondered if other call centres have seen this trend and if so what is the cause.
Thanks for your time