Retention Efforts in Consumer Finance: Telemarketing


Leverage your telemarketing channel to recapture customers who show in-market shopping behavior and may be likely to ‘Pay in Full’ as a result.

Focus closely on engagement metrics related to dials such as contact rate, consumer interest, transfers, and applications.


If possible, prioritize and dial any consumers who show ‘high’ or ‘low’ in-market activity for the Mortgage-General, Mortgage-Purchase or Mortgage-Refinance Journeys as these indicators mean your customer is actively shopping on comparison mortgage websites. This will result in a well-timed account check-in call relaying the services you offer.

Initial Test
Group 1: Consumers with Activity (‘Seen’)
Group 2: Consumers with No Activity (‘Not Seen’)
Treatment: Run an initial campaign against a control group of ‘not seen’
consumers to establish your own benchmarks
Measurement: Lift in contact rate, consumer interest,
transfer rate, and application rate between Groups 1 & 2
Play 01

Dial Low & High Signal Consumers

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Play 02

Prioritize In-Market & In the Money

#consumer-finance #retention #telemarketing

Play 03

Dial Email Engagers

#consumer-finance #retention #telemarketing