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Definitions:
Connect:
“Connects” in Orum are based on the settings you have mapped in the “Settings Tab”, under Connect Disposition.
Connects should be defined as speaking to the intended prospect.
| Note: It is absolutely critical that reps are trained to mark dispositions accurately. Your disposition strategy should be highly granular, with very little room for ambiguity. For advice, reach out to your primary CSM. |
Conversations: Number of “Connects” that exceed 60 seconds of talk time.
Bridged: Parallel dialed calls where Orum detected a human and bridged the rep to speak with the prospect
False Positive: Orum falsely detected a human being and connected you with a machine. This may happen from time to time which is why the disposition is included. This will be important for understanding Bridged: Connect ratios.
Bridged: Connect Ratio - 50% Baseline
As defined above - When Parallel dialing, Orum brings you into a call when it detects a live person. This is designated as a Bridged call, which is not the same as a Connect.
For example, the person who picked up could be a receptionist, the wrong target/bad number, or the occasional false positive.
We calculate this by taking the # of Connects and dividing it by the # of Bridged calls.
| If you have 50 Connects out of 100 Bridged calls, that would be a ratio of 50% |
In an ideal workflow, this means Orum is connecting you with the target prospect 1 out of every 2 bridged calls.
When reps are not hitting this it means a few things:
- Lots of Receptionists
| In which case they should block that number in parallel dialing using the REMOVE function. We would expect the ratio to get better over time. |
| If they’re hitting the receptionist non-stop, reduce the parallel setting. For example, if 1 in 5 numbers are a receptionist HQ line and you’re calling 5 at a time, there is a significant chance you’ll connect with receptionists every other dial. |
| A good data strategy is to segment HQ lines and not call them in the parallel dialer. For example, don’t put HQ lines into phone fields designated as a direct dial, mobile, etc. |
- Reps are not dispositioning correctly.
For example, a rep might get bridged into a call and not speak after the beep, leading to a hangup. If the rep dispositions this as a “no answer” when it was in fact a Connect - this would skew the metrics.
- False Positives.
Normally the occurrence of false positives is low, but if your connect rate is also very low (<3%) and the rep is dialing a large number of prospects in parallel (5+ or more), you could surface false positives at a higher rate, which effects the ratio.
