Overview
A major telecommunications provider brought on Qualfon to run a new outbound B2B calling program alongside two vendors that had already been on the account for more than a year and a half. Every vendor on the program received the same records from the client each month, with no pre-work done against them before dialing started. Qualfon took a different approach. Before a single new call went out, an in-house data analytics team, a resource the other vendors didn’t have, scrubbed the list and found that only about 46% of it was worth calling in the first place.
Qualfon launched the program in May 2026 with a team of 15 associates. Four months later, that team was outperforming both of the vendors already on the account, and the client grew the team to 30 associates.
The Challenge
All vendors were working from the same pool of records, so Qualfon wasn’t at a disadvantage on the list itself. The list was the problem. Neither of the other vendors had an in-house data analytics function of its own. They took the records the client handed over each month and started dialing. Qualfon had to prove, in a fraction of the time the others had already logged, that a different approach to the same raw data could produce a better result.
Our Approach
Qualfon’s data analytics team worked the problem in two phases.
In the first, which took about a month, the team scrubbed the incoming list for duplicate, vacant, and moved records, along with invalid or residential addresses. It also repaired what could be salvaged, correcting missing or incorrect secondary address information and clearing out disconnected numbers. What remained, roughly 46% of the original list, was the group actually worth an associate’s time.
In the second, once calling was underway, the team looked at which of those remaining records were actually converting. The pattern was clear: smaller businesses accounted for the large majority of sales. The team narrowed the working list again around that finding, so associates spent their time on the segment most likely to convert instead of spreading effort evenly across a list that looked uniform on paper but wasn’t. As additional months of data came in, that same analysis extended to geography and industry, sharpening exactly which regions and business types were worth the calling effort and which weren’t.
The Results
Qualfon’s data-driven approach kept sharpening as more calling data came in.
- Outperformed both incumbent vendors within four months, after they had each been on the account for 18 months or more
- Roughly 46% of the original list identified as worth calling before any new dialing began
- The large majority of sales traced back to businesses with fewer than 20 employees, refining the size-based targeting further as more data came in
- A small number of industries, including hotels, converted at many times the average rate, opening the door to messaging built around what those specific properties actually deal with day to day
- Certain regions produced almost no return relative to the calling effort spent there, showing that geography needed to guide where associates focused their time as much as industry or business size did
- Modeling a fully optimized strategy, one that shifted effort away from the lowest-performing regions and toward the strongest industries and business sizes, projected a meaningful lift in sales using the same total calling volume already in place
Two vendors had already been dialing this same list for a year and a half. Qualfon’s data analytics team looked at the same records differently, and every additional round of data made that advantage sharper.
Want to see how the analysis behind these findings actually works? Contact us to learn more about what Qualfon’s customer intelligence solutions can uncover in a lead pool you thought you already knew.
About Qualfon
Qualfon is a global BPO provider of omnichannel customer experience and business support solutions with locations on several continents. We are an agile partner specializing in call center support, revenue growth, and marketing services, committed to serving our clients and their customers throughout the customer journey.
Learn more about Qualfon’s Sales Performance, Customer Retention & Loyalty, Revenue Operations, and Customer Intelligence Solutions.
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