Once we have developed a script and marketing plan, we implement the proposed strategy in a controlled call center environment. During the test phase, our account team works closely with the call center staff to monitor the program and ensure that goals are met.

The account and call center staffs listen to phone calls and monitor real-time reports. The sole purpose of the test phase is to identify improvements that will increase the client’s return on investment. Once we’ve produced optimum results in a test environment, the program is ready to roll out in full volume.

The final step in the implementation process is a detailed analysis of the results. InfoCision analyzes program results from every possible angle, including geography, time of day, Communicator, day of the week and customer attributes. This thorough analysis serves two purposes: 1) it enables us to understand the driving forces behind successful results, and 2) it provides valuable segmented data that we can use to improve or expand the program.