Buying Just the Right Number of Leads for Your Dialler
In a call centre, finding the right balance of lead volume is crucial for maximising productivity and ensuring optimal performance from your dialler. The key isn’t just about purchasing enough leads but buying the right amount and ensuring they’re fresh and ready for your agents.
The Risks of Too Many or Too Few Leads
Buying too many leads can overwhelm your agents, leading to wasted time and unproductive calls. On the other hand, not purchasing enough leads means idle time for agents and reduced productivity. The goal is to find the sweet spot—a balance where agents are consistently busy without being overloaded.
Fresh Data is Essential
Keeping your data fresh is critical. Using stale data leads to frustrated agents calling invalid numbers, reducing the potential for conversions. By consistently feeding new leads into the dialler, you ensure that agents are always working with fresh, relevant contacts, which leads to better engagement and higher conversions.
Optimising Your Dialler
An optimised dialler should always be set to have a % of leads at any one time on:
- 1st Dial
- 2nd Dial
- 3rd Dial
- And so on …
The sweet spot occurs when there is a mix of leads in each stage. Having a percentage of leads in each dial stage ensures agents always have fresh leads while still working on those with previous contact attempts. For example, you might want 30% of leads as first-dials, 40% as second-dials, and 30% as third-dials. This keeps your dialler running efficiently and prevents idle time.
Managing Lead Flow
Segment Your Data
Categorise your leads based on their engagement stage, such as first-time contacts or second-dial leads. This helps you feed fresh data into your system regularly.
Monitor and Adjust
Track the performance of your dialler and agents. Adjust the incoming lead flow to ensure a balance at all dial stages and optimise performance.
Conclusion
Finding the sweet spot for lead flow in your call centre ensures that your dialler operates at its best, maximising agent productivity and conversion rates. By feeding in fresh data and balancing leads at various stages, you’ll ensure a smooth operation, keeping both agents and conversions at peak performance.