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Test Post Rate Page Phone Number Changes (Measures (Segment abandon rate,…
Test Post Rate Page Phone Number Changes
High VPM
Customer sees 800-555-5551
Customer Calls
High Value Call Route Path
Lowest abandon rate targets
Call is moved up to first in queue
Staff with selected agents
Measures
Segment abandon rate
AHT- Staffing Impact
Segment Survival
Segment Conversion
Low VPM*
Customer sees 800-555-5552
Customer Calls
Low Value Call Route Path
Staff with selected agents
Higher abandon targets
Offer customer AFI
Handled at the back of the queue
Timeline/Requirements
Agent groups need to be done by Sales Managment
Need to update PQs
Test October through November
Need to submit Sitespect test request