Our option for Multiple Attempt Calling is an advanced strategy, best used only when you are willing to call each target until they provide a result. Multiple Attempt Calling places a significant responsibility on calling agents to correctly provide the call results that control who receives additional calls and who does not.
NOTE: For most organizations, if you have the staff capacity, we recommend having a staffer upload new lists in Single Pass more frequently as opposed to doing multiple pass calling, reducing the responsibility on callers to be perfectly accurate and making sure you are regularly removing targets that have been contacted in other ways (i.e. door knocking, digital campaign, in person events).
To make the most of Multiple Attempt Calling, organizations and campaigns should be aware of these topics:
- Choosing Multiple Attempt Calling as a Strategy
- Number of Attempts to Make
- Call Results Correlating to Script Results
Choosing Multiple Attempt Calling as a strategy
Your team is unsure about which strategy to select. When should lists be called repeatedly? What is an appropriate size list for the Multiple Attempt option?
In almost all cases, through the first phase of your program we recommend Single Attempt as your calling strategy. Depending on the source of your data, you may find that anywhere from 10 percent to 50 percent of the phone numbers are disconnected or no longer in service. Our Single Attempt strategy is best for preparing your universe for its maximum efficiency by helping your team hone in on just the real callable numbers you have available.
Additionally, the Multiple Attempt strategy is best applied when your base of calling agents is large enough and active enough to complete the list each day that you make calls. While the dialer will start with numbers that have not been attempted before making a second attempt, it will be more difficult for your team to see your total list penetration and passes if you are calling only small portions of the list each day.
Once your universe is "cleaned" by removing the invalid and incorrect numbers, and at a point where your are confident in your daily capacity for call volume, then consider what type of targeting would give you a list that you are certain you want to successfully contact top to bottom with our Multiple Attempt strategy.
- Monitor the combined percentage of invalid (disconnected) numbers plus reported wrong numbers from your results - when you first start your program, and as you move forward
- For VAN users pay close attention to updates that the vendor has added new numbers for existing voters in the system
- Maximize your calling sessions with our tips for your calling program - when you make the most of your usage you can make your best estimate of your calling pace, and we are glad to assist in your determination
Number of Attempts to Make
When choosing Multiple Attempt Calling, your team is confident that you would like to talk to every person on your list. How many times should you complete the list before replacing it? How long should the list exist without replacement?
Each complete pass through your list yields diminishing returns. While you wish to identify the support for every target on your list, not everyone will answer even after multiple attempts have been made. As this reduced efficiency varies too much for us to give a definitive answer, due to factors as diverse as weather conditions and regional behaviors, the best gauge is to monitor your results daily. Note when you see a marked decrease in the percentage of canvassed identifications and prepare a new list immediately.
As a general suggestion, we advise all organizations to consider replacing lists weekly. Your comprehensive strategies including email, texting, and canvassing will inevitably have some amount of overlap with your calling lists. By replacing your multiple attempt lists at least weekly, we find a successful balance of repeating attempts to a calling list with minimal overlap with your other outreach efforts.
- For a given week, five complete passes is a solid guiding rule for a thorough effort to reach everyone possible via the Multiple Attempt strategy. You should track your results to see when your list is not worth another attempt
- Outside of GOTV, we suggest to limit daily repeat round of calls to one extra rotation only. In times of high urgency campaigns can see valuable results on a third attempt in a single day. A fourth attempt in a single day is highly inadvisable - "do not contact" requests soar as a percentage of results
- Contact rates vary widely for many factors from accuracy of the numbers on the list, to the day and time of your calls; 20% contacts is exceptional, while a dive in contact results to under 5% would indicate a new list should be created
- Regularly replacing your Multiple Attempt list with new lists minimizes overlap with other outreach efforts, but also maximizes your ability to track who belongs at which step of your engagement process - from unsure, to supporter, to donor, to volunteer
Call Results Correlating to Script Results
When reviewing your results, you will want to to be sure that the "Call Results" correlate with a high accuracy to your "Script Results." Review the difference between "Call Results" and "Script Results" here.
Reviewing your reported results often is a good practice as it can help you keep tabs on your callers' behaviors. If you have selected .CSV reporting, you can make comparisons nightly from the files you receive, and if you have requested SYNC reporting you can always get .CSV reports by requesting past results through the admin panel system. Get a refresher on the different reporting options here if needed.
When "Call Results" and "Script Results" correlate accurately, you can be sure that your list strategy choice is at peak efficiency. Your calling agents are especially critical in maintaining efficiency and accuracy while using our Multiple Attempt list strategy.
If your callers are always selecting the call result "NEXT CALL - Talked to Correct Person" when they speak to the target or voter, and only when they reach the correct person, you will see a match between the number of call results marked "Talked to Voter" and the number of script results marked with "Talking to Correct Person."
When these do not correlate, callers are inconsistently selecting call results, which can mean that some people who have been identified may receive duplicate calls at a later date. Additionally, people who have not been identified may stop receiving further calls and your list may never reach some targets. Read more about accuracy in call results here and find tips on troubleshooting inconsistencies in your call results here.
- "Call Result" selections determine list behavior when using Multiple Attempt calling; this is critical as these choices define which numbers remain callable on subsequent days
- Callers who provide incorrect selections for their "Call Result" choices will yield two problems: people with responses get additional calls, and people without responses stop getting calls
- All "Script Results" are reported based on selections made in the script, independently from "Call Results" reporting which affects list behavior only. This means that both .CSV and SYNC reporting choices will provide full accurate data even when callers are negatively impacting list performance with incorrect "Call Results" selections
- "Single Attempt" calling efficiency is not impacted by inaccurate "Call Results" selections - each number is dialed a single time only in all instances
- When callers speak to the correct person but that person asks to be called back at a later time, callers should choose "Not Home" in the script and select "NEXT CALL - No Contact" for the "Call Result"