"Screen pop success," generally refers to the success rate of the screen pop actually popping on the PC (versus not popping on the screen when it should). There is no industry standard of actual screen pop success, as many items can factor into the equation and the conditions vary from enterprise to enterprise.
Factors to consider:
- Did the caller enter/speak the required information?
- Was the information that the customer give, correct?
- Did the speech recognition software interpret the numbers correctly? The quality of the speech recognition software is a critical factor in delivering the correct caller entered data to the screen pop facility. Usually, when only numeric digits are involved, it is wise to add a combination "speak or type" option so callers can resort to traditional keypad entry if needed.
- Was the agent running the required desktop CTI software at the time of call arrival?
- Did ANI, if used, deliver accurate data?
- Is the company's CRM database online and accurate (is the database current with the right account information and can it access the right account)?
- Where is the customer calling from - home, work, cell, pay phone? Customers have so many options from which to call. Does the company have all available numbers in the customer's database?
- Does the company employ peripheral gateways or equivalent at all destination sites to ensure screens pop as calls transfer from one facility to the next?
- Is the customer calling from a PBX? The receiving company only reads the main PBX number and not the customer's extension (work discreet number).
- Is this a new customer with no available data in the database?.
If everything is in place and working properly, then screen pops could be 100%. Inevitably, however, one or more of these items causes a weak link in the process.
So, as you can see, it's difficult to predict a success rate, but companies should determine what a reasonable success rate is for them and solve the weak links in their CTI configuration.