Improving NDR Connect Rates Without Adding More Callers
Where NDR Outcomes Were Getting Stuck
The team followed a standard NDR setup with three human attempts per case.
Even after that, a meaningful portion of cases remained in Not Connected or Not Conclusive outcomes, which is common in NDR due to customer unreachability. If left unresolved, these are the cases most likely to drift toward RTO.
Better NDR outcomes with the same team
Improve outcomes on the unresolved database without adding headcount and without changing the existing human calling process.
What we changed
We added one more attempt, done by a Voice AI caller, with tight guardrails:
- AI called only the cases that stayed Not Connected / Not Conclusive after the three human attempts.
- No changes to human scripts, attempt strategy, or daily operations.
What the numbers showed
- After 3 human attempts, 38% of cases were still unresolved
- The 4th AI attempt delivered 16.25% uplift on the pending database
- AI attempt connect rate: 38%
- Overall connect rate improved by 13.24%, over and above the first three rounds
Why it worked in the real world
This wasn’t about replacing the team. It worked because it handled the part most teams can’t chase consistently:
- the “no response” tail doesn’t get ignored.
- follow-ups stay consistent during volume spikes.
- fewer blind reattempts because intent is confirmed more often.
- humans stay focused on cases that need judgement.
Key Takeaway
Treat “Not Connected / Not Conclusive” as recoverable revenue, to improve NDR conclusions. One additional AI attempt can lift connections and protect deliveries without scaling headcount.
