Challenge: Low conversion rates on leads
The outbound call center of a large Australian financial services group was conducting a tele-marketing campaign offering credit cards to existing customers of other products. Calls were being allocated at random to agents by their automated system. However, the group was experiencing low conversion rates on the leads and wanted to explore methods of increasing them. QVARTZ Analytics was asked to help pilot a new system to determine if any improvement could be made by intelligent allocation of leads to specific agents. The pilot would be undertaken over a two-month period.