Get Dialed in to Consumer Call Behavior

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 — at least not very often. Much of the time, you might not even know if they’re receiving your calls. Consumers use multiple devices and contact data changes constantly. According to multiple TransUnion® surveys, more than 80% of calls go unanswered or to the wrong party, and 15% of CRM records change each month.

When consumers don’t answer the phone, it negatively impacts KPIs, including talk time, wait time, RPC and yield-per-call. But perhaps most importantly, it can affect revenue. It’s time for BPOs to capitalize on intelligent phone data to improve effectiveness and efficiency. TransUnion Trusted Call Solutions™ can help. Services include:

Right-Party Contact® — 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. With phone intelligence, you’ll know the best number to dial and the best time to call.

Branding calls — Restore trust and enhance engagement in the phone channel. More than 90% of survey participants said they’d be likely to answer calls that show the company name, logo and more, and have been verified they haven’t been spoofed.

More effective outbound communication strategies

Learn more about how BPOs can streamline operations and increase revenue.