Matchback Do’s and Don’ts

Don’t forget to define your matchback logic. Typically, mailers will match back unknowns and Internet orders only because they assume all keycodes captured during order entry were captured accurately. But if you suspect you’re having problems with accurate keycode capture in your contact center, consider matching all orders against the mail tapes. Compare the matched-back keycode with the captured keycode to assess the extent of the capture-rate problems.