Here are the standard Key Performance Indicators we’ve tracked for years, plus a new one: Progress with coaliton-wide winbacks attributable to our telemarketing efforts which we have expanded from three FTE’s to four (with additional two open positions to fill based on these results.)
On 09.03.08, In KPI's, Telemarketing, by Tiger
Here are the 2nd quarter 2008 KPI’s in which we introduce a new measure winbacks…
Details on feature and functionality enhancements coming in software releases 11.1 and 12…
Release 11.1 is going to be a slightly shorter than normal release in order to take care of some necessary internal development items. The following release, Release 12, will follow the traditional format. Here are the FSR items included in each release.
Release 11.1 – Tentative start date: March 3rd, 2008.
BI is has changed its address validation software from First Logic to Quick Address (QAS). The implementation will be seamless to participants. The FSR UK program is already using the QAS software so our current experience with the product will help ensure a smooth integration.
The technology the Reward Code generator currently resides on is due for an upgrade. Before that can take place, we plan to evaluate the project to determine the best approach. The actual rewrite will be scheduled in an upcoming release.
The upgrade includes a more user-friendly interface and an export feature that simplifies language translations.
Release 12 – Tentative start date: Late April/Early May
Segment and Ownership type will be added to the verification call screen to be verified upon enrollment. CSR’s can update either field if they find the participant to have selected a wrong option.
Informs DSR’s of override points earned by their customers redeeming Reward Codes.
Processing time can be cut almost in half by combining these two processes. It also reduces the risk of issues and discrepancies between the two items.
If you have questions about any of the above items, please let me know.
On 03.24.07, In Direct Mail, Telemarketing, by Tiger
Results of this direct mail campaign are leading us to favor telemarketing to the C&U segment…
On Sponsors’ behalf, we’re mailing this Refer & Earn postcard to 1,265 participating Colleges & Universities. Monitoring changes to the segment’s baseline referral rate will to allow us to make an informed decision about the expanding these direct mail overlays to other high-value segments.
4/26/2007 postscript: The mailing appears to have had no effect on Refer and Earn rates, and as a result will not be repeated in favor of a telemarketing test.
Segment: College/University
Week # of Referrals # Enrolled % Converted # Submitting Referrals
23-Apr-2007 3 0 0.00% 1
16-Apr-2007 3 2 66.67% 3
09-Apr-2007 2 2 100.00% 2
02-Apr-2007 1 0 0.00% 1
26-Mar-2007 3 0 0.00% 3
On 03.14.07, In Telemarketing, by Tiger
BI’s Eden Valley call center makes hundreds of outbound operator calls every day to verify new Foodservice Rewards applicants. But there’s a big difference between verification calls and sales calls. That’s why we are hiring three dedicated telesales representatives who will invite high value operators to join Foodservice Rewards. We need your help sourcing lists, [...]
BI’s Eden Valley call center makes hundreds of outbound operator calls every day to verify new Foodservice Rewards applicants. But there’s a big difference between verification calls and sales calls. That’s why we are hiring three dedicated telesales representatives who will invite high value operators to join Foodservice Rewards.
We need your help sourcing lists, particularly in non-commercial segments. Please contact me with sources, suggestions or lists you can share.