What Is Right-Party Contact (RPC)?
Right-party contact (RPC) is a metric that tracks how often your outbound agents connect with the person they intended to reach. An RPC only counts when the actual account holder, decision-maker, or intended recipient answers the call. Reaching a voicemail, family member, or receptionist does not qualify. RPC is a critical performance indicator in collections, sales, and outbound service because it directly affects revenue outcomes, compliance, and agent productivity.
How Can You Improve Your RPC Rate?
To increase your right-party contact rate, focus on:
Using predictive and intelligent dialing tools that prioritize contacts based on historical answer patterns and best-time-to-call data.
Keeping your contact database clean by validating phone numbers, removing duplicates, and updating records regularly.
Training agents on compliance requirements like TCPA regulations to avoid unauthorized contacts and potential penalties.
Applying skills-based routing to match outbound calls with agents who have the right expertise for each campaign.
Tracking RPC as a core KPI alongside metrics like conversion rate, Average Handle Time, and contact rate to identify trends and improvement areas.
Cloud-Based Agility
Moving to the cloud will allow for faster, easier deployments, seamless upgrades, flexible scalability, and reduced capital expenditures associated with on-premises systems.
Connected Journeys
The contact center should support customer journeys across web chat and social messaging apps like Facebook Messenger, WhatsApp, and others.
Omnichannel Unification
Shoppers will be coming in from many different channels, so it will streamline the customer experience to route interactions using the same logic.
Customer Context
Agents must begin the conversation right where the customer left off online. When the customer’s needs are transferred to an agent in real time, your brand is creating a seamless transition from web to contact center. Remove customer stress, unneeded customer repetition, wasted time, and deliver a world-class customer experience
CRM Integration
Customer relationship management (CRM) system integration can improve the shopper experience by using CRM data to find the last person spoken to, use shopper purchase history to find the best expert, etc. In addition, once the connection occurs, your staff can access past interaction history and CRM information to understand the customer’s journey and deliver a more personalized experience.
Artificial Intelligence (AI)
AI can deliver next- best-action recommendations and assist in responses that will improve conversion rates, increase shopping cart value, and speed up responses.
Real-Time Management
Supervisors should monitor messaging interactions in real time and assist if needed, even if they are not in the same location.
AI & PCI Compliance
Intelligent virtual agents (IVAs) can automate payment processing across digital channels and reduce your compliance risk by collecting sensitive customer data without revealing it to a human agent. Make sure that the IVAs can easily integrate with your payment gateways.
