Optimize Right-Party Contacts with Phone Behavior Intelligence
Consumers want to transact in the digital world with confidence. But robocalls, call spoofing and fraud make just answering the phone feel like a perilous endeavor. From the enterprise points of view, reaching customers is also challenging! Many enterprises have three to ten numbers for any given customer – sometimes over twenty. That makes it tough to know which phone number to use for outreach.
However, there are solutions that can help orchestrate communications how and when customers will most likely respond, helping to enhance customer engagement and deliver connectivity. One tool is the use of phone behavior intelligence, which helps identify which phone numbers are active, and which ones are verified, enabling enterprises to reach out in a much more efficient manner.
We interviewed Wendy Weinhardt, a Solutions Consultant, about how Neustar Phone Behavior Intelligence (PBI) helps cut the waste out of the process of contacting customers, while meeting regulations and enhancing engagement. Here’s what she said.
How have some of your customers used phone behavior intelligence?
I think with phone behavior intelligence, what has really surprised me when I started doing the analysis, is how much we can really help our clients. Coming from a debt collections industry, I realized that efficiency was never the most important thing.
Now, with regulatory changes like the CFPB’s Regulation F, it really has become important for every single dial attempt to count. So, you really want to make sure that you have the most efficient campaign that you can.
Most of our clients that use our solutions see about a 25% lift in right party contact rates. And it has just been mind boggling how much waste there really is in the process.
When you think about phone behavior intelligence, you're calling the right customer at the right phone number at the right time. And that really gives your agents that opportunity to engage. Historically, I think we've really been on the other side of the fence where it was just these repeated dial attempts leading to call avoidance, call blocking.
But, with Phone Behavior Intelligence, not only are you cutting the waste out of your process, you're getting more efficient with contacting those customers and creating that engagement. So, the end result is that there are benefits for the customer and for the agents as well. Agents have a much more pleasant and productive experience with enhanced engagement. I am really pleased to see that in this industry.
“With Phone Behavior Intelligence, not only are you cutting the waste out of your process, you're getting more efficient with contacting those customers and creating that engagement. Contacting the right customer at the right phone number at the right time is ultimately what's going to drive success.”
Wendy Weinhardt, Solutions Consultant
In the drive to efficiency, when enterprises have multiple points of contact, what’s the best way to leverage that information?
Phone behavior intelligence and efficiency go together. If you have multiple phone numbers for a given consumer, focusing on the phone numbers that are active and verified will ultimately drive you to the result that you're looking for. Contacting the right customer at the right phone number at the right time is ultimately what's going to drive success.
Watch the video, read the eBook: Stop the SPAM Madness: Three Tips to Make Every Collections Phone Call Count, and learn more about Phone Behavior Intelligence (PBI) here.