Segmenting your customers: a priority for contact centers
Have you also ever contacted a list of people who don’t pick up despite several attempts? How to avoid this? To cope with the number of call attempts (we recommend a maximum of 10) and optimize the use of your database, it is essential to carry out socio-demographic segmentation.
➡️ But what are the main socio-demographic criteria to take into account?
1. The profession
Indeed, each profession has its obligations in terms of scheduling. As a contact center, you will need to adapt to everyone. For example, we know that a lawyer will certainly be in court in the morning and will therefore not be able to take a call at that time. We will also avoid contacting the catering sector during lunchtime.
2. Geographic location
Geographic location is also a very important criterion. We know, for example, that around 6:00 p.m., people living in Île-de-France are likely to find themselves in traffic jams where they will naturally be stressed. And so this is not a good time to contact them. Instead, for example, you can contact people who live in Provence and who may be more available at that time.
3. The Age
Age is a primary criterion. First of all, the probability that a person of working age will be able to respond during office hours is less than that of a retiree, for example. In addition, knowing the age of your customers will save you time for both the customer and your agent. Indeed, let’s imagine that your agent offers a subscription to the magazine “Neon” which rather targets “millennials” and that on the other end of the line, he comes across a “baby boomer”. What will happen? The customer will simply refuse the offer because he is not part of the audience targeted by the magazine.
These are just a few examples allowing you to optimize the use of your database. Nixxis has several features to optimize your chances with each attempt.
