UBS <> OneAI: Touch Base

Date: 2026-03-10 | Duration: 39.16999816894531 min | Account: ubs-mailing

External attendees: nancy@ubsmailing.com, vance@ubsmailing.com

Summary

The team discussed refining their call strategy to improve connection rates by asking for decision-makers rather than specific names. Roy Lahav highlighted that over 90% of contacts are outdated, prompting a shift to targeting roles such as IT and operations managers. The team plans to lift Do Not Call restrictions on 2,000 contacts to expand outreach by 40%. They also recognized the need for better filtering of call outcome data, as only a small fraction of the call notes contain actionable insights. Adjustments to the call script are in progress to clarify the caller’s intentions and introduce an escalation method when gatekeepers are unhelpful, aiming to enhance overall call outcomes.

Key Points

📞 Call Script Improvement: Team refines script to ask for responsible person instead of names, aiming to increase connection rates. 📅 Outdated Contacts Issue: Over 90% of contacts are either unreachable or outdated; focus shifts to targeted roles for better success. 🚀 DNC Contacts Expansion: Lifting DNC on 2,000 contacts could increase outreach potential by 40% with proper client confirmation. 🔍 Call Outcome Clarity: Large volume of call notes makes actionable insights difficult; team prioritizes filtering for useful results. 💼 Data Quality Plans: Fresh data pull for focused contacts and system to flag outdated contacts considered to improve list hygiene.

Overview

• Call Script Improvement: Team refines script to ask for responsible person instead of names, aiming to increase connection rates.
• Outdated Contacts Issue: Over 90% of contacts are either unreachable or outdated; focus shifts to targeted roles for better success.
• DNC Contacts Expansion: Lifting DNC on 2,000 contacts could increase outreach potential by 40% with proper client confirmation.
• Call Outcome Clarity: Large volume of call notes makes actionable insights difficult; team prioritizes filtering for useful results.
• Data Quality Plans: Fresh data pull for focused contacts and system to flag outdated contacts considered to improve list hygiene.
• Escalation in Calls: New approach includes escalating to supervisors or IT when gatekeepers are unhelpful to bypass dead ends.

Action Items

Daniella Block Implement script update to have the AI agent ask for someone in charge of IT or Operations when the gatekeeper does not know who manages copier leases (13:30) Switch off DNC block status on the 2,000 contacts once UBS provides written confirmation they can be called (33:36) Continue calling the additional 2,000 contacts after clearance is received (33:36) Provide UBS with clear written explanation and status legend of call outcomes for easier filtering and decision-making (21:36)

Nancy Johnson Review how best to utilize call notes and data received to identify high-value leads or needed follow-ups among 6,000+ call records (26:22) Provide confirmation in writing regarding permission to call the extra 2,000 contacts currently blocked on AI’s end (33:36) Vet and narrow UBS contact list to 1-2 primary contacts per account (e.g., Director of IT, Operations Manager) for future campaigns (14:08)

Michael Gur Confirm details about call statuses and how the ‘contact verified’ status relates to reaching the correct contact for lease discussions (31:34) Clarify whether email addresses and names should be suppressed or displayed in call data reports in alignment with privacy and data quality policies (28:30) Advise on dialing strategy whether to call multiple contacts per account or just one phone number (36:49)

Roy Lahav Continue reviewing and optimizing call scripts and agent interaction approaches to improve connection rate and conversion (04:07) Share feedback on AI call introductions to reduce confusion about who manages current leases (06:38)