REAL-TIME SCORING OF CALLERS WITH A UNIQUE MODEL OF YOUR BUYERS OR DONORS.

Predictive Analytics – Customers have more self-service options and connect with the best available agents. Businesses get more from their media and marketing investments. You accelerate revenue and manage operations in real-time.

Intelemedia predictive caller scoring adds intelligence to Direct Response teleservices performance, whether you are driving product sales, lead generation, or donations. Intelemedia delivers improved campaign results by applying the newest Direct Response tools and methods available in the industry today.

First, an analytics model is developed from historical data to determine the makeup of a buyer, donor or lead. This scoring model is based on up to 1000 demographic and psychographic attributes from various databases. Next, real-time scoring of inbound call traffic is used to customize scripting, enable intelligent routing and create optimal caller experience. Routing algorithms match each caller with most appropriate agent, the right offer, request or up-sell and higher value calls can be prioritized. ICI can even bring on additional partnered call centers to drive additional capacity or higher-tiered agents, while managing the entire process. A robust interface provides key reporting and management functionality in a hosted environment.

Finally, expert Intelemedia account analysts continually calibrate and optimize ongoing effectiveness to drive improved call conversions.

I:Score – I:Score provides scoring in real time call handling with an API call and return that fits in your environment today. I:Score functions in batch mode as well for driving effective outbound call campaigns.

If your call center environment today offers sophisticated routing via a robust ACD and methods to classify best suited agents, Intelemedia has the missing piece to monetize these advanced functions.  By adding real-time inbound score routing and appended data you have the missing elements that increases conversions and your revenue per call.

I:Queue – scores each inbound call in real time, prioritizes the call for delivery, which then delivers the call with the score and data appended. Front-ending your ACD routing environment with Intelemedia I:Queue adds incredible value to your call center productivity and intelligence.

I:Route – Intelemedia can provide the entire process from beginning to end with I:Route.  Calls are received at the ICI switch, scored in real time, prioritized and routed to the best suited agent at our client’s call centers, outsourced centers or a combination of the two.  ICI can bring on additional partnered call centers to drive additional capacity or higher-tiered agents, while managing the entire process.  A robust interface provides key reporting and management functionality in a hosted environment.

Predictive Scoring for Direct Mail

Industry – Automotive Insurance Company

Monthly direct mailing campaigns were not delivering the positive ROI required to maintain the program. The (added The) cost associated with postage and mailing mail production did not cover the revenues generated.

Each month they would look to mail 600,000 mail pieces from an internal database of prospects of previously policyholders. Mailings of 600,000 were made weekly for over a four (Spelt the #4) weeks period each month.


Solution – With an effort to drive a positive ROI, the following steps were carried out:

  • Predictive modeling (Changed modelling) was constructed to score mailing prospects on a scale of 1 to 10. In the end, two models were developed; one scoring lifetime value and one policy conversions from quotes.

  • The objective was to reduce program costs by identifying a much smaller group of top prospects, mail to this group only and receive the same or substantially similar revenue compared to mailing the full list.

  • The modeling (Changed modelling) utilized various data elements, which included attributes such as age and make of car, marital status, the (added the) presence of children, credit score, household income and other programmatically-selected characteristics based on correlations.

 

Results – Three initial tests were conducted in which the 600,000 were scored and top prospects identified. In each test, the identified top 200,000 as scored, resulting (Changed resulted)  in sales substantially similar to the entire list of 600,000. As a result, the ongoing program was changed to mail only to the prospects scoring in the top 4 deciles, or approximately 40% of the entire list, eliminating 60% of the costs.

Industry – Nutraceuticals


Issue The client’s DRTV media buys were marginally returning the required ROI. As a result, the they were
unable to expand media buying and therefore increase revenues. With Intelemedia’s assistance, it was
determined a 1 to 3 percent increase in conversion rate would dramatically improve campaign
performance and generate a viable ongoing program.

Solution Intelemedia knew there was no one magic bullet, but rather several well executed initiatives. The
following process was developed and executed:

  1. Create a predictive model of buyer and non-buyer attributes, based on historical campaign data.

  2. Develop a rating of every agent in each of the three call centers.

  3. In real-time production, score inbound callers to determine the likelihood of each caller to purchase the product.

  4. Route and queue each call according to score to the best performing agent available at that time.

  5. Provide clear information to identify which agent, media source and pricing options delivered the optimal ROI.

Results

  • Within 30 days, conversion rates increased from 17% to 21%

  • Call abandonment dropped from 25% to 16%

  • Coastline Products reporting was provided to clearly identify media source, agent, and pricing option results, both in independent and all-inclusive views.

Coastline Products

Have a question or need additional information please contact us?

Call: 800.300.2150 or email us at: Hello@Intelemedia.com. We would like to talk with you.

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