Processing an outbound call campaign having multiple abandonment rates
View Patent ↗Systems and methods are disclosed for conducting an outbound call campaign that involves multiple abandonment rates. In various embodiments, one or more filters are applied to a call list for an outbound call campaign to identify a first sub-list of telephone numbers with a first applicable abandonment rate and a second sub-list of telephone numbers with a second applicable abandonment rate. In particular embodiments, the first and second sub-lists are apportioned into sets of telephone numbers and a predictive dialer places telephone calls based on a first set for the first sub-list while targeting the first abandonment rate over a first particular period of time and, after placing the first group of calls, places telephone calls based on a first set for the second sub-list while targeting the second abandonment rate over a second particular period of time.
1. A method for conducting an outbound call campaign, the method comprising the steps of:
accessing a call list for the outbound call campaign, the call list comprising a plurality of telephone numbers;
applying one or more filters to the call list to identify a first sub-list comprising telephone numbers from the plurality of telephone numbers for which a first target abandonment rate is applicable and a second sub-list comprising telephone numbers from the plurality of telephone numbers for which a second target abandonment rate is applicable, wherein the first target abandonment rate is a compliance abandonment rate set by one or more states, the second target abandonment rate is a Federal Trade Commission compliance abandonment rate, and the first target abandonment rate is different than the second target abandonment rate;
placing a first group of telephone calls by a predictive dialer, wherein the first group of telephone calls is based on telephone numbers from the first sub-list and the predictive dialer originates the first group of telephone calls to target the first target abandonment rate over a first particular period of time;
after placing the first group of telephone calls, placing a second group of telephone calls by the predictive dialer, wherein the second group of telephone calls is based on telephone numbers from both the first sub-list and the second sub-list and the predictive dialer originates the second group of telephone calls to (1) continue to target the first target abandonment rate over the first particular period of time when the first target abandonment rate is less than the second target abandonment rate or (2) transition to target the second target abandonment rate over a second particular period of time when the first target abandonment rate is greater than the second target abandonment rate; and
after placing the second group of telephone calls, placing a third group of telephone calls by the predictive dialer, wherein the third group of telephone calls is based on telephone numbers from the second sub-list and the predictive dialer originates the third group of telephone calls to target the second target abandonment rate over the second particular period of time.
2. The method of claim 1 , wherein the first and second particular periods of time comprise at least one of thirty consecutive days and a total period of time over which the outbound call campaign is completed.
3. The method of claim 1 further comprising the steps of after placing the third group of telephone calls:
placing a fourth group of telephone calls by the predictive dialer, wherein the fourth group of telephone calls is based on telephone numbers from both the second sub-list and the first sub-list and the predictive dialer originates the fourth group of telephone calls to (1) continue to target the second target abandonment rate over the second particular period of time when the second target abandonment rate is less than the first target abandonment rate or (2) transition to target the first target abandonment rate over the first particular period of time when the second target abandonment rate is greater than the first target abandonment rate; and
after placing the fourth group of telephone calls, placing a fifth group of telephone calls by the predictive dialer, wherein the fifth group of telephone calls is based on telephone numbers from the first sub-list and the predictive dialer originates placing the fifth group of telephone calls to target the first target abandonment rate over the first particular period of time.
4. The method of claim 1 , wherein the one or more filters applied to the call list are based on states and the first sub-list comprises telephone numbers for one or more states requiring compliance with the first target abandonment rate over the first particular period of time and the second sub-list comprises telephone numbers for one or more states requiring compliance with the second target abandonment rate over the second particular period of time.
5. The method of claim 1 further comprising the step of applying one or more priority rules to prioritize the first sub-list over the second sub-list, wherein the one or more priority rules are based at least on target abandonment rates.
6. The method of claim 1 further comprising the step of determining whether a campaign goal has been achieved by placing the first group of telephone calls, wherein the third group of telephone calls is placed as a result of the campaign goal not being achieved by placing the first group of telephone calls.
7. The method of claim 1 , wherein the first group of telephone calls for the first sub-list and the third group of telephone calls for the second sub-list are based on a probability of making a right party contact for a time of day when the telephone calls are to be placed for the first and third groups.
8. A non-transitory, computer-readable storage medium comprising computer-executable instructions for conducting an outbound call campaign by causing at least one computer processor to:
access a call list for the outbound call campaign, the call list comprising a plurality of telephone numbers;
apply one or more filters to the call list to identify a first sub-list comprising telephone numbers from the plurality of telephone numbers for which a first target abandonment rate is applicable and a second sub-list comprising telephone numbers from the plurality of telephone numbers for which a second target abandonment rate is applicable, wherein the first target abandonment rate is a compliance abandonment rate set by one or more states, the second target abandonment rate is a Federal Trade Commission compliance abandonment rate, and the first target abandonment rate is different than the second target abandonment rate;
place a first group of telephone calls, wherein the first group of telephone calls is based on telephone numbers from the first sub-list and each telephone call in the first group of telephone calls is originated to target the first target abandonment rate over a first particular period of time;
after placing the first group of telephone calls, place a second group of telephone calls, wherein the second group of telephone calls is based on telephone numbers from both the first sub-list and the second sub-list and each call in the second group of telephone calls is originated to (1) continue to target the first target abandonment rate over the first particular period of time when the first target abandonment rate is less than the second target abandonment rate or (2) transition to target the second target abandonment rate over a second particular period of time when the first target abandonment rate is greater than the second target abandonment rate; and
after placing the second group of telephone calls, place a third group of telephone calls, wherein the third group of telephone calls is based on telephone numbers from the second sub-list and each telephone call in the third group of telephone calls is originated to target the second target abandonment rate over the second particular period of time.
9. The non-transitory, computer-readable storage medium of claim 8 , wherein the first and second particular periods of time comprise at least one of thirty consecutive days and a total period of time over which the outbound call campaign is completed.
10. The non-transitory, computer-readable storage medium of claim 8 , wherein the computer-executable instructions are further configured, after placing the third group of telephone calls, to cause the at least one computer processor to:
place a fourth group of telephone calls, wherein the fourth group of telephone calls is based on telephone numbers from both the second sub-list and the first sub-list and each call in the fourth group of telephone calls is originated to (1) continue to target the second target abandonment rate over the second particular period of time when the second target abandonment rate is less than the first target abandonment rate or (2) transition to target the first target abandonment rate over the first particular period of time when the second target abandonment rate is greater than the first target abandonment rate; and
after placing the fourth group of telephone calls, place a fifth group of telephone calls, wherein the fifth group of telephone calls is based on telephone numbers from the first sub-list and each telephone call in the fifth group of telephone calls is originated to target the first target abandonment rate over the first particular period of time.
11. The non-transitory, computer-readable storage medium of claim 8 , wherein the one or more filters applied to the call list are based on states and the first sub-list comprises telephone numbers for one or more states requiring compliance with the first target abandonment rate over the first particular period of time and the second sub-list comprises telephone numbers for one or more states requiring compliance with the second target abandonment rate over the second particular period of time.
12. The non-transitory, computer-readable storage medium of claim 8 , wherein the computer-executable instructions are further configured to cause the at least one computer processor to apply one or more priority rules to prioritize the first sub-list over the second sub-list, and the one or more priority rules are based at least on target abandonment rates.
13. The non-transitory, computer-readable storage medium of claim 8 , wherein the computer-executable instructions are further configured to cause the at least one computer processor to determine whether a campaign goal has been achieved by placing the first group of telephone calls, and the third group of telephone calls is placed as a result of the campaign goal not being achieved by placing the first group of telephone calls.
14. The non-transitory, computer-readable storage medium of claim 8 , wherein the first group of telephone calls for the first sub-list and the third group of telephone calls for the second sub-list are based on a probability of making a right party contact for a time of day when the telephone calls are to be placed for the first and third groups.
15. A system for conducting an outbound call campaign comprising:
a predictive dialer configured to:
access a call list for the outbound call campaign, the call list comprising a plurality of telephone numbers;
apply one or more filters to the call list to identify a first sub-list comprising telephone numbers from the plurality of telephone numbers for which a first target abandonment rate is applicable and a second sub-list comprising telephone numbers from the plurality of telephone numbers for which a second target abandonment rate is applicable, wherein the first target abandonment rate is a compliance abandonment rate set by one or more states, the second target abandonment rate is a Federal Trade Commission compliance abandonment rate, and the first target abandonment rate is different than the second target abandonment rate;
place a first group of telephone calls, wherein the first group of telephone calls is based on telephone numbers from the first sub-list and each telephone call in the first group of telephone calls is originated to target the first target abandonment rate over a first particular period of time; and
after placing the first group of telephone calls, place a second group of telephone calls, wherein the second group of telephone calls is based on telephone numbers from both the first sub-list and the second sub-list and each call in the second group of telephone calls is originated to (1) continue to target the first target abandonment rate over the first particular period of time when the first target abandonment rate is less than the second target abandonment rate or (2) transition to target the second target abandonment rate over a second particular period of time when the first target abandonment rate is greater than the second target abandonment rate; and
after placing the second group of telephone calls, place a third group of telephone calls, wherein the third group of telephone calls is based on telephone numbers from the second sub-list and each telephone call in the third group of telephone calls is originated to target the second target abandonment rate over the second particular period of time.
16. The system of claim 15 , wherein the first and second particular periods of time comprise at least one of thirty consecutive days and a total period of time over which the outbound call campaign is completed.
17. The system of claim 15 , wherein the predictive dialer is further configured, after placing the third group of telephone calls, to:
place a fourth group of telephone calls, wherein the fourth group of telephone calls is based on telephone numbers from both the second sub-list and the first sub-list and each call in the fourth group of telephone calls is originated to (1) continue to target the second target abandonment rate over the second particular period of time when the second target abandonment rate is less than the first target abandonment rate or (2) transition to target the first target abandonment rate over the first particular period of time when the second target abandonment rate is greater than the first target abandonment rate; and
after placing the fourth group of telephone calls, place a fifth group of telephone calls, wherein the fifth group of telephone calls is based on telephone numbers from the first sub-list and each telephone call in the fifth group of telephone calls is originated to target the first target abandonment rate over the first particular period of time.
18. The system of claim 15 , wherein the one or more filters applied to the call list are based on states and the first sub-list comprises telephone numbers for one or more states requiring compliance with the first target abandonment rate over the first particular period of time and the second sub-list comprises telephone numbers for one or more states requiring compliance with the second target abandonment rate over the second particular period of time.
19. The system of claim 15 , wherein the predictive dialer is further configured to apply one or more priority rules to prioritize the first sub-list over the second sub-list, and the one or more priority rules are based at least on the first target abandonment rate.
20. The system of claim 15 , wherein the predictive dialer is further configured to determine whether a campaign goal has been achieved by placing the first group of telephone calls, and the third group of telephone calls is placed as a result of the campaign goal not being achieved by placing the first group of telephone calls.
21. The system of claim 15 , wherein the first group of telephone calls for the first sub-list and the third group of telephone calls for the second sub-list are based on a probability of making a right party contact for a time of day when telephone calls are to be placed for the first and third groups.