A May 2010 article from Reuters stated that nearly a quarter of all homes in the U.S. have abandoned land lines and only use a cell phone. The article further noted that, almost half of adults aged 25 to 29 lived in households with only cell phones. This means that keeping your customer phone numbers up-to-date is becoming more of a challenge.
Incorporate processes at your front-line to collect and verify phone numbers and email addresses at least once per year. This will allow your institution to stay in touch with your customers through these channels and cut down on costs, both in time and money, of bad contact data.
Quest has worked with many institutions who don’t even have current mailing addresses for many accounts, let alone phone numbers or email addresses. You need a process in place to continue to validate this data, this is just good business. And it is good customer relations.
As communications technology continues to change, you will be faced with an exponential backlog of outdated and invalid contact data for your customers unless you routinely validate and update it.
Here are some tips on how to keep things updated in times of change.
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