Answer rates and right party contact (RPC) metrics have long been central to collection operations, but panelists in this webinar argued that traditional definitions are increasingly misleading. With outdated phone numbers, call screening technologies, and digital-first consumer behaviors, agencies must rethink how they measure success.
As David Lomberk noted, “It’s not necessarily good enough to just view the RPC as your KPI… what percentage of those RPCs actually translate to a payment?” The discussion emphasized that RPCs remain relevant, but only when paired with conversion and engagement metrics across multiple channels.
Panelists agreed that omni-channel strategies – combining outbound calls, SMS, email, and inbound traffic – are essential. Agencies must also educate clients on evolving definitions of RPC and demonstrate how digital engagement (portal logins, SMS link clicks, email responses) can serve as modern proxies for contact.
🧠 Key Takeaways:
- Audit and redefine your metrics
Validate contact data regularly and expand RPC definitions to include digital engagement signals like portal logins and SMS link clicks. - Focus on conversion efficiency
Track how many RPCs lead to payments or plans. As Daniel Pastros highlighted, payer metrics—customers starting payments—are the true measure of success. - Adopt omni-channel strategies
Balance outbound dialing with SMS, email, and inbound traffic. As Daniel Myerscough explained, “Different people are gonna respond to different things… that’s why omni-channel is important.”
This webinar, sponsored by CSS Impact, underscores that relying solely on traditional RPC rates leaves agencies blind to critical engagement dynamics. Success now depends on blending data quality audits, digital-first metrics, and omni-channel outreach to drive meaningful outcomes.
