Whether one is selling, soliciting donations or seeking support for elected office candidates, there are two lock-step objectives: generating leads and then converting them into bottom-line results. It is in meeting this last goal that savvy quality-and-results-focused BPO firms can make the difference between expectations satisfied and those surpassed. InfoCision Management Corp wanted to test a theory it had for its one of its direct response clients, a DRTV firm specializing in portable heating units. Roughly 200,000 inbound calls in total are generated monthly for the client from print advertisements in national publications such as Parade magazine. InfoCision's team began by looking at call arrival patterns. They noticed immediately that the client's audience had higher than average wait times.