WHEN A CAMPAIGN GOES BAD
OPERATING METHOD · ABOUT 100 CAMPAIGNS A YEAR
How I know the campaign is the problem
ContactCentre.ie uses about ten proven agents as an unprompted test when a campaign struggles, separating a campaign problem from a caller problem almost immediately.
I have about ten agents who are so reliable that, if they cannot make a campaign perform, nobody can. They are how I separate a bad campaign from bad calling.
Around one hundred campaigns build a reliable comparison
We run around one hundred campaigns a year, sometimes more. After seeing the same proven agents across that much different work, I know what each of them can do. Their performance is not a guess based on one good week or one lucky list.
I do not warn them
When a campaign is going badly, I put those agents on it without telling them there is a problem. I do not want them trying to prove me right, protecting another agent or approaching the work as a rescue job. They receive the campaign as ordinary work and give me a clean answer.
Ten excellent callers do not all become poor at once
If the same agents who perform everywhere else cannot move this campaign, the sensible answer is not that all ten suddenly forgot how to call. I look first at the people supplied. Are they answering? Are they people who can and might act? If the leads are right, I test the wording of the opening. The next job is to find that fault instead of blaming the callers.
I know almost instantly
The comparison does not need weeks. I already know the normal shape of these agents' work across campaign after campaign. When they meet the same wall, I know almost immediately that the campaign has failed their test.
This protects the rest of the team
Without that test, a manager can keep pushing ordinary agents, damage their confidence and call the campaign sound. I would rather put my strongest known callers on it quietly, get the truth early and fix or refuse the work before good people are blamed for something they could never make perform.