Talk/ Wrap Bands

This is where you record the percentage of talks that lead to a positive result. This could be a sale or an appointment. It could be a notification of delivery. Or it could be just to record that contact has been made with a called party, whether or not it is successful. In this latter case you might allocate 100% of all talks to this band.

These 'results' are then used later in the Wizard, and in the reports generated by Oceanic® so you can form a view of the overall success of a campaign. See for example the breakdown of call outcomes on the Call Recycling Outcomes page, and also the Forecast by Cycle.

Most campaigns will include calls of this type, when you are asked to call back later, either to make a right party contact, or because the time chosen to call was not convenient. The percentage figure you allocate to live calls here will be used to generate call outcomes in cycle 2 in the Call Recycling Outcomes page.

All other calls will be unsuccessful; i.e. no result is achieved. We have allocated up to three talk bands for these, on the grounds that the times taken for such calls will be quite short in some cases, and longer in others.

You may want to use different names to distinguish these talks, e.g.

• Refusal - no conversation ensued and the talk was very short
• Declined - some conversation took place before the called party asked to close the call

The percentages for all talk bands must add up to 100%.

Time spent talking with the called party

Time spent updating record of the call, after both parties have hung up