How a Mid-Size Contact Center Improved Right-Party Contact Rates by 59%

A BPO serving financial services clients was losing over half its dialing effort to wrong numbers and stale CNAM data. After enriching every call list with VRI LRN + CNAM lookups, right-party contact rates jumped from 42% to 67% — adding 8,160 productive contacts per day without new headcount.

Industry
Business Process Outsourcing / Contact Center
Company size
500–2,000 agents
Use case
Outbound call list enrichment with LRN + CNAM

The Problem

A mid-size BPO serving financial services and insurance clients faced a problem every outbound call center knows: bad lists kill agent productivity.

Their agents were dialing from raw CRM exports that hadn't been refreshed in months. Numbers that were once mobile are now landlines. Numbers that were once landlines are now disconnected. Names in the CNAM field were years out of date — agents were asking for "Mr. Johnson" to reach a number now registered to a small business. Right-party contact rates sat at 42%, meaning more than half of all dialing activity produced zero useful outcome.

The waste extended beyond agent-hours. Low right-party contact rates were triggering compliance scrutiny from clients under TCPA and FDCPA guidelines, and the center's performance SLAs were at risk.

Impact before VRI

  • 42% right-party contact rate
  • 28% of agent time consumed by wrong-number dispositions
  • Compliance exposure on stale number data
  • No way to prioritize high-quality records in the queue

The Solution

The contact center integrated VRI's Enhanced LRN ($0.0005/lookup) and CNAM ($0.0060/lookup) APIs into their list processing pipeline. Every record was enriched before entering the dialer queue:

  • LRN lookup confirmed current carrier, line type, and ported-number status — filtering out disconnected numbers, landlines where mobile was expected, and flagging recent ports
  • CNAM lookup returned the current registered name on each number — allowing agents to verify they had the right party before investing call time
  • Records were scored by confidence tier: high-confidence mobile numbers with current CNAM match went to the top of queue; stale or ambiguous records were routed to a secondary review list

The enrichment pipeline ran overnight on imported lists, adding zero latency to live dialing sessions.

The Results

Metric Before VRI After VRI Change
Right-party contact rate 42% 67% +59%
Agent time on wrong-number dispositions 28% 11% -61%
Average calls to first contact 4.2 2.6 -38%
Cost per successful contact Baseline — -28%
List compliance risk flags Frequent Minimal —

With 800 agents dialing 60 calls/day, the 17-point improvement in right-party contact rate translates to approximately 8,160 additional productive contacts per day — without adding headcount.

What They Said

"Our agents were burning time on bad numbers and we didn't have a good way to fix it. After we started running VRI lookups on every list before it hit the dialer, the difference was immediate. Right-party rates went up, wrong-number complaints went down, and our clients started asking what we changed."

— VP of Operations, mid-size BPO (anonymized)

[REPLACE WITH REAL TESTIMONIAL]

Your agents should be talking to people, not burning time on bad numbers.

VRI's Enhanced LRN + CNAM APIs enrich your call lists with current carrier data and registered name — so every call starts with confidence.

Start Enriching Your Lists See Pricing