Russell Thomas

Data Capture Best Practices-Advanced Email Repair

Clients Save Millions in Service Costs and Increase Revenues by Minimizing Undeliverable Email Addresses

Your customer just enrolled in your program asking for communications at a specific email address – their preferred address of the several they may have. Typically, 25% to 35% of these email addresses are undeliverable due to illegible handwriting.

How much do these errors cost your company in lost revenue and increased customer service costs? If the customer receiving emails spends just $50 per year more than the customer not getting emails, 100,000 undeliverable email addresses is costing your company $5,000,000 per year. If your call center receives 500,000 calls per year to correct the invalid email address at $3 per call, your customer service cost is $1,500,000 for this one issue alone. How many undeliverable emails are in your database today?

MetaSource has developed a solution to identify and repair about 60% of email addresses found to be undeliverable, helping our clients reduce customer service costs and generate millions in additional revenue. One client calculated that the email addresses we repair in one year help generate an additional $19,000,000 in revenue.

At MetaSource, we assist more than 100 clients with data capture of the enrollment forms, keying tens of millions of forms for our clients every year. We use a suite of best practices to produce the most accurate information possible. For critical fields such as Email Address, we employ blind key verification where a second operator rekeys the field blind to what the first operator keyed. This prevents handwriting-interpretation errors produced when a single person keys it once or even twice because they are likely to read the character the same way both times. Despite this, we find that 25% to 30% of customer emails are undeliverable due to illegible handwriting the minute they are added to our clients’ databases. This is the preferred email address that the customer has just asked you to use for program offers and information.

Advanced Email Repair

Here is how it works…Before the data ever reaches your database, MetaSource identifies the undeliverable email addresses and puts them through an offline, analyst-driven process that repairs approximately 60% of the addresses. If the customer’s handwriting looks like rthomsnj@yahoo.com to two different MetaSource operators who keyed it, the Advanced Address Repair analyst can look at the form to see that the last name is “Thomas” and immediately test rthomasnj@yahoo.com. If it is deliverable, they flag it as corrected and move to the next record. Now you are able to send Mr. Thomas the communication that he’s asked for, and he’ll won’t be calling your customer service center to find out why he hasn’t heard from you.

For more information, please contact me:

Russell Thomas | VP, BPO Services
115 US Highway 46, Bldg F, Mountain Lakes, NJ 07046-1673
office 973 714 2606 | email rthomas@metasource.com
 

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