HSBC · February 2014
Turning better contact into better performance.
A collaboration with Manila Analytics and OPI to reduce bad numbers and unanswered calls.
Assistant Manager, Dialer and Telemarketing Operations
The challenge
Bad numbers and no-answer calls limited effective customer contact and dialer efficiency for the Manila telesales team.
Actions
- Worked with Manila Analytics and the OPI team on a non-connect reduction project.
- Contributed to development and deployment of improvements targeting bad numbers and no-answer calls.
- Connected contact efficiency with the sales team’s productivity measures.
The recorded result
The project record reports a 5% increase in contact rate and a 3% improvement in sales productivity. The original source does not distinguish relative percentages from percentage points, so the original units are retained.
Relevance
Connects operational analysis and collaborative problem-solving with commercial performance.
Source context
Lenin Diaz career record, 2024 CV, Non-connect Rate Reduction project. Attributed to HSBC, where the source dates the work in 2014.