THE IMPACT OF THE CALL TO TEXT CAMPAIGN ON RETURN VOLUME
OBJECTIVE
In an effort to reduce product returns, a call center Agent contacts the customer to confirm date and time as well as measurements and other specifications for their appliances before delivery. It is important to know if this initiative is effective in reducing losses.
Historical data was used to determine if calls to the consumer is an important predictor of a return, and to examine how this and other factors influence a return.
Data from SalesPortal POS database was used in a Regression Analysis to develop, select and validate an appropriate model.
The data included factors such as Sales, Cancels, Shipped Units, Calls made to the consumer, and Return counts.
Before conducting the regression, the data was screened for missing data, outliers, and assumption violations. Multiple imputation was not necessary since weekly summary data was used, and a univariate analysis was performed.
