- Poor lead quality - Lead quality in the contact center realm typically refers to the probability that a lead will actually pick up the phone where called. Leads that are cold calls will most definitely have a poorer quality that leads that get generated via a website form, as an example. If your list of leads is simply not getting you the results you want, retiring the list and removing the leads from the campaign is a viable option.
- Dialing intervals - Some contact centers have rules in place regarding when to dial leads. A major example is having lists of leads that you may only want to dial for a calendar month. In this case, the monthly leads get loaded into the dialer and the contact center agents dial as they normally would. At the end of the month, these lists of leads are retired in favour of a new batch of monthly leads. Rinse and repeat as needed.
- Max call/dial count - Business and legal rules can also have a huge impact on retiring leads. Let's say for example that the US state that you are calling into only allows a contact center to call a specific phone number 5 times, before legal action could be taken. Nobody wants a potential customer to sue them, so lead checking can be put in place to validate if the lead has reached these limits. If the lead has, the Q-Suite has the ability to retire the lead automatically.
As stated above, retiring isn't an awful thing and some people even think of it as one of best things to ever happen to them (my father comes to mind here). Apply that line of thinking to your contact center, and perhaps your leads will thank you...somehow. As a parting gift, here's David Letterman's final Top 10 segment. Julia Louis-Dreyfus has the best one.