American Standard’s contact center was struggling with a low 5.56% contact rate, making 20,000 "silent" dials a day without meaningful customer conversations.
American Standard transformed their outbound contact center from a "silent" operation into a high-performance engine by using Faraday’s consumer context to power intelligent lead routing.
While they initially viewed lead scoring as a "blocker" that simply rejected leads, they partnered with Faraday to pivot toward using scoring as a full-funnel routing optimizer.
By layering in Faraday’s consumer context—including financial indicators and household insights—they began routing high-fit leads to immediate agent action while moving lower-fit records into automated nurture paths.
This shift in strategy increased their contact rate from 5.56% to 20% and drove a 3x higher conversion rate for high-scoring leads compared to others.
