Farewell David Letterman! Retiring (Your Leads) Can Be a Good Thing

David Letterman had a pretty spectacular career as a late night talk show host. He started his late night gig at NBC in 1982 and ended his storied career this week over on CBS. That’s 33 years of being on late night television. Impressive. However, sometimes you just have to call it quits and retire. Contact center leads can also be gracefully retired and there can be a few reasons as to why your contact center would want to follow this route.

• Poor lead quality – Lead quality in the contact center realm typically refers to the probability that a lead will actually pick up the phone where called. Leads that are cold calls will most definitely have a poorer quality that leads that get generated via a website form, as an example. If your list of leads is simply not getting you the results you want, retiring the list and removing the leads from the campaign is a viable option.
• Dialing intervals – Some contact centers have rules in place regarding when to dial leads. A major example is having lists of leads that you may only want to dial for a calendar month. In this case, the monthly leads get loaded into the dialer and the contact center agents dial as they normally would. At the end of the month, these lists of leads are retired in favour of a new batch of monthly leads. Rinse and repeat as needed.
• Max call/dial count – Business and legal rules can also have a huge impact on retiring leads. Let’s say for example that the US state that you are calling into only allows a contact center to call a specific phone number 5 times, before legal action could be taken. Nobody wants a potential customer to sue them, so lead checking can be put in place to validate if the lead has reached these limits. If the lead has, the Q-Suite has the ability to retire the lead automatically.