After opening the reports, analyze the following metrics:
Total List Penetration: Determine if it meets the project goal. For most live projects where we cannot leave messages, this will max out at 70-72%. For projects where we can leave messages, it will max out at 80-85%.
Check the previous day's schedule to see if the target numbers were achieved. Review the dashboard notes for any other information related to the goals.
Total Bad Numbers/Disconnects: This number should be 20% or lower.
Did most people answer the questions to some degree? The Refused/Hung Up rate should not exceed 30%.
Patch Programs: Verify the project reached its patch goal (e.g. 40 patches). The conversion rate or percentage of Yes Patches should be 12%. If under 12%, request feedback from the call center.
Text Programs: 100% of the universe should have a status code, with the majority being "Text Sent." 5-10% will be "Text Failed."
Confirm the Q1 completes match the Text Reply pie chart, and that all agents have responded to outstanding texts.
Before marking the project as ended, manually update the report by clicking the PO number, dashboard, and "refresh report and go to dashboard."
Review both landline and cell projects to ensure they are yielding similar results. The day-to-day results should remain fairly consistent, except for projects with very low call volumes.
If anything seems incorrect, reach out to the call center for more information. If a problem is found, consider hiding the report from the client until it can be corrected.