Performance of Response Call Centers

A Tale of Two Direct Response Call Centers: Early in 2012, buyCalls decided to get to the bottom of the issue by testing one of the high-performing call centers, Center A, against one of the lower performers, Center B.  BuyCalls put them on the same security company account and randomly split responses 50-50 between the two. After a few months of testing, Center B showed its stripes. It closed at a rate six percentage points lower than Center A. Their initial testing was through internal IVRs hosted on site at the call centers, though, and there was some back and forth mix up between identifying Centers A and B. Management at Call Center B argued that the comparison was invalid.