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Phone Behavior Intelligence: Make Every Call Count

Increase right-party contact rates by 33 percent

Outbound communications organizations live and die by their right-party-contact (RPC) rates. Missed connections mean costs without revenue. However, to mitigate the risk of TCPA violation, many high-calling companies are now dialing and texting mobile phones manually, which is inefficient, costly, and still no guarantee of reaching the right party.

With over 80 percent of outbound communications going unanswered or to the wrong party, and up to 15 percent of the overall information in a CRM changing in any given month, how do you increase your chances of getting through to consumers with your critical messages?

For decades, contact centers have relied on their CRM and credit bureau/demographic information for their contact strategies. But the customer intelligence that credit bureaus aggregate has little value for outbound communications. Credit bureaus aren’t in the business of maintaining up-to-date consumer data and lack of any true insight into crucial phone behavior, like the best time to contact a particular consumer or the best number to use.

With the widespread adoption of mobile phones as the device of choice, most homes in the U.S. no longer have a landline phone.1 Taking into account the increased cost, risk, and exposure when contacting wireless numbers, how do you identify and prioritize the right numbers to call or text?

The answer: complete consumer contact data fueled by phone behavior insights.

Better Customer Data Means Better Operations

Increase the efficiency and effectiveness of your outbound communications, while also reducing compliance and financial risks. Neustar Phone Behavior Intelligence not only offers a more reliable way to correct and complete contact data, but also provides critical consumer phone behavior intelligence—including best phone number to use and best time to call—to increase RPC rates 33 percent on average.

Neustar Phone Behavior Intelligence “fills in the blanks” on your customer contact intelligence. Design more effective outbound communications strategies with a “contactability score” for each contact, along with the best time of day, best day of week, and best phone number to use when reaching out to each individual. Also, Neustar will append up to five additional phone numbers for each consumer record, including information on the phone type, in-service indicator, and risk associated with TCPA regulations. With consumers using multiple devices and consumer data constantly changing, having the most up-to-date and complete contact information is crucial to making a successful connection.

  • Know the best number to use and best day/time to call
  • Prioritize a pool of contacts for more effective communication strategies
  • Mitigate risk of TCPA violation
  • Correct and append accurate numbers for healthier CRM records

With the authoritative data gathered from Neustar’s extensive network of trusted sources, including direct relationships with all major phone carriers, you finally get the 360° view of your consumers you need to make the right connection the first time.

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1. Source: CDC/NCHS, National Health Interview Survey. Updated May 4, 2017.

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