Introduction

The Outbound Campaign Analysis report is a valuable tool for contact centre supervisors, providing insights into the performance and success of outbound calling campaigns. It includes data on the number of call attempts, successful connections, and the outcomes measured through qualifications. Supervisors can use this report to evaluate campaign efficiency and make data-driven decisions to enhance future performance.

Report Structure

The report consists of the following key sections:

Header

Name: The report name as defined during report creation.

Original Report Type and Report Period: Indicates the type of report and the period it covers.

Selected Campaigns: Lists the outbound campaigns included in the analysis.

Per Time Segment

For each time segment, the following data points are presented:

Time: The time period covered by the data.

Started: The number of calls initiated during the time segment.

Answered: The number of calls that were successfully answered.

No Answer: The number of calls where no response was received.

Rescheduled: The number of answered calls that were rescheduled on request.

Qualification 1 / 2: The two most frequently used qualifiers during the campaign.

Average Call Duration: The average duration of answered calls.

Total

Provides the overall totals for each category throughout the report period.

Footer

Indicates the date and time when the report was generated.

Use Case Example

A contact centre supervisor reviews the Outbound Campaign Analysis report for a recent marketing campaign. The report shows that a high percentage of calls were not answered, indicating a potential issue with the timing of calls. Additionally, the average call duration is shorter than expected, suggesting that customers might not be engaging as anticipated.

The supervisor decides to adjust the call schedule and train agents to improve customer engagement. In subsequent reports, the number of answered calls increases, and the average call duration rises, indicating a more successful campaign.

Conclusion

The Outbound Campaign Analysis report is an essential tool for evaluating the success of outbound campaigns. By regularly analysing this report, supervisors can identify areas of improvement, optimise call strategies, and enhance overall campaign performance.