Softcom

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Collections

• Track agent performance by Campaign/List
• Compare Collection rates over day/week/month/quarter/year(s)
• Measure Promise to Pay Results against actual receipts
• Set team goals & compare team results
• What is your success rate on a client by client basis?

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Telemarketing

• Rank agents based on number of sales
• Evaluate if More Talk Time means more sales
• Which Day of the Week (M-F) do you sell the most?
• Is your ASA meeting your standards?
• Compare call volumes on a DNIS by DNIS basis

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Customer Service

• Are Talk+Wrap times within 5% of your historical norms?
• Are Transfer to agent rates satisfactory?
• How long does it take trainees to reach 90% positive results of experienced agents?
• How does average chat time compare to a call’s talk+wrap for a Complete?

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Fundraising

• Which month of the year are you most successful over the last 5 years?
• What percentage of funds raised come from new donors vs. previous donors?
• Does adding agent/team incentives increase fundraising results?
• Does one Supervisor’s team of agent consistently outperform the others?

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Marketing/Research Campaigns

• What hour of the day results in highest percentage of talk time?
• Which agents are recording the most refusals?
• Are Campaign penetration rates consistently within 5% of stated goal?

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Student Loans

• Which region brings the highest due diligence success rates?
• Are RPC rates consistent amongst your agent groups?
• Are contact rates higher, lower or about the same the day after a Holiday?

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Service Agencies

• Which Client is providing the highest percentage of Right Party Contacts?
• How many clients want to monitor real-time calling results and print their own reports?
• Provides productivity comparisons on a dialer by dialer and site by site basis

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