BPOs: Why Consumers Don’t Answer Your Calls and What You Can Do About It

You have customers to contact, but they’re not picking up the phone. Often you might not even know if they’re receiving your calls. A recent TransUnion-commissioned Forrester Consulting study found 86% of decision-makers across a wide range of industries agree the phone is the most important outbound channel for meeting customer service goals. However, our research also indicates that over 80% of business-to-consumer calls go unanswered.

When consumers don’t answer the phone, it negatively impacts KPIs, including talk time, wait time, right-party contacts (RPC) and yield-per-call. But perhaps most importantly, it can affect revenue. With consumers not trusting calls, using multiple devices and constantly changing their contact data, it’s time for BPOs to capitalize on intelligent phone data to improve outbound calling effectiveness and efficiency. TransUnion’s Communication and Contact Center Solutions™ can help. Our solutions include:

Consumer Appends — Confirm contact records are more complete and up to date to improve chances of reaching consumers.

Phone Behavior Intelligence — Reach out when customers are most likely to respond by knowing the best number to dial and the best time to call.

Trusted Call Solutions — Restore trust and improve engagement by displaying client names and logos, blocking fraudulent calls and assuring customers calls have been authenticated.

Learn more on how to enhance your outbound communications strategy. https://www.transunion.com/solution/trucontact

Let’s discuss how BPOs can streamline your contact center operations and help to increase revenue. Complete the form to be contacted by a BPO solutions representative.