Approved scripts
Campaign-approved scripting and customer messaging.
Quality conversations. Clear outcomes. Better visibility.
Every campaign requires confidence that opportunities are being handled correctly. ONtact combines operational monitoring, structured outcome capture and campaign-specific quality assurance to provide greater visibility into the customer conversion journey.
Campaign-specific controlQuality, outcomes, exceptions and performance
Visibility across the lead journey
Reporting and operational review are structured around the stages that determine whether an opportunity is progressing.
Lead receiptResponseAttemptsContactQualificationOutcomeQualityExceptions
Quality controls configured around the campaign
Controls are applied according to the campaign, channel, product, approved customer journey and available systems.
Qualification rules
Agreed criteria applied consistently to customer opportunities.
Required customer disclosures
Required disclosures configured around the campaign.
Consent handling
Consent requirements incorporated into the agreed workflow.
Opt-out and do-not-contact
Customer preferences and exclusions handled through campaign processes.
Call recording where required
Recording applied only where required, configured and approved.
QA review
Structured review of customer interactions and campaign requirements.
Coaching and rework
Quality findings can inform coaching, rework and follow-up actions.
Complaint escalation
Escalation routes defined for complaints and material exceptions.
Disposition verification
Outcome capture can be checked against agreed disposition rules.
Final legal and compliance requirements remain subject to approval by the appropriate authorised client and compliance stakeholders.
Reporting designed for decisions
Reporting should do more than describe yesterday. It should help teams understand what needs attention next.
Lead-response bottlenecks
Where opportunities are waiting too long before receiving attention.
Poorly performing lead sources
Which approved sources are producing weaker operational outcomes.
Contactability issues
Patterns that make customers harder to reach.
Common customer objections
Themes emerging from customer conversations.
Qualification patterns
Where opportunities are progressing or falling out of the journey.
Lead-ageing problems
How older opportunities perform as time passes.
Follow-up weaknesses
Where callbacks, rework or additional attempts require attention.
Agent coaching requirements
Quality and performance signals that may require coaching.
Campaign process issues
Operational friction and opportunities for further optimisation.
Quality should make the conversion operation clearer, not slower.
Define the customer journey, campaign controls, outcomes, exceptions and reporting requirements before opportunities enter the workflow.