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When it comes to managing inbound calls, having the right customer data delivered at the right time certainly matters. More specifically, the accuracy, relevance, and availability of that data, directly impacts your contact center’s performance and your campaigns’ results.

Improve Call Routing, Call Scripting and Offer Selection

Accurate and insightful customer information delivered via real time look-ups provides critical advantages to your inbound campaigns - enabling increased sales through enhanced call routing strategies, improved call scripting facilitated by screen pops, and optimized offer selection.

From a caller’s ten-digit phone number, an effective Reverse Phone Append program provided by a capable data services provider, can deliver, in real time, accurate customer name and address information. Your CSRs save time by avoiding manual input of important customer contact information. Plus, Reverse Phone Append can return a wealth of other important customer data, such as:

1. Key Demographic Data, including: credit and financial, educational, housing, and lifestyle information.

2. Modeled Demographic Data: Unlike traditional demographic data, which may have a population saturation level of only 60%, Modeled Data is aggregated at the zip+4 level, and is available for 99% of customer records, and is accurate up to a 96% confidence level. Modeled Data is also compliant with privacy and security regulations.

3. Geocoding information.

4. Previous purchase information and other transactional data, to the extent the reverse phone append process is integrated with internal customer data.

Deliver the Right Customer Data and Drive Results

By delivering the right customer information at the right time, Reverse Phone Append enables accurate customer identification and assessment, and provides answers to important questions at a critical point of customer contact, such as:

1. Is this person a repeat customer or a first time caller?

2. What is the caller’s risk profile?

3. Does this person’s estimated income or wealth suggest an alternative sales strategy?

4. Is this person a new homeowner? Are there certain products or services that this person would be likely to purchase?

Using this information, calls can be intelligently routed, effective upsell and cross-sell strategies can be deployed, and highly targeted offers can be presented by your CSRs. And that means more satisfied customers, more productive CSRs, reduced costs, and increased sales and revenue.

Jim Iott is the VP of Strategic Development for Speedeon Data.

Since 2008, Speedeon Data®, has successfully powered clients’ direct marketing programs by providing the highest quality customer contact data and innovative data solutions, including real-time data append services, advanced data hygiene solutions, new mover programs, and other data services.

For more information regarding Speedeon Data visit http://www.speedeondata.com, or contact our sales department at 866.647.9219 or sales@speedeondata.com.