Inbound & outbound call centre services, and IVR
...it's your call
Leadline BLOG – May 2017 Working with Leadline
Over the last few months we have talked in general terms about the concepts surrounding data cleansing and data protection and this month we are going to take an in depth look at how Leadline could manage an outbound call campaign for your business.
The process often starts with an incoming request on the back of a recommendation from other clients. Our first step is usually a phone call to establish the nature of the project and then a meeting to work out the exact scope of the data and to determine exactly what the client wants to achieve.
We will often suggest test calls to ensure that the calls are resulting in the information the client needs and that the data is being recorded in a format which can easily be imported back into the client database. This can easily be overlooked but it is a critical factor. Leadline are hugely experienced with the technical aspects of running a successful call campaign and can assist with designing spreadsheets and databases which can track changes. We operate on a basis of complete transparency and accountability so that changes to data are tracked and each and every record is updated and accounted for.
Finally, you will hear many outbound call centres refer to “call scripts”, whilst we always work within parameters given to us by our clients and take time to clearly understand the nature of your business, we work on the basis of a conversation and it’s testament to this approach that we have such a successful track record.
Data cleansing - straightforward updates checking existing records, updating contact details, data cleansing usually carried out on older databases (more than a year since data cleansing was carried out)
Data validation - update of your database based on the existing records - these databases are usually fairly up to date
Database enhancement - update of your existing database and extra details are added that you need, eg direct telephone numbers, email addresses, renewal dates etc
Database construction - if you have a list from a trade show or a list of names and addresses, the Leadline can enter the details into an Excel spreadsheet for you
Data formatting - sometimes a database is in a bit of a state and needs formatting. The database can be formatted into Excel or Access.
A standard part of any data cleansing project is to remove duplicates, and postcode software is utilised to ensure address accuracy to Royal Mail standards
Most data cleansing work is UK based. Leadline can undertake some international data cleansing, but check with them first.
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