GoResponse Telephone Answering Service Staff

Call centre expert highlights risks of dialler downtime

Telephone in blueFor many call centres, even those telephone answering services that deal mainly with incoming traffic, there is a certain amount of outbound dialling to process. For some companies, there is the risk of carriers rejecting outbound calls and suspending services. Chris Key, an expert in the sector and director at Hostcomm, has now highlighted this issue and suggested ways to avoid it.

Explaining the difficulty of suspended services, Mr Key said: “Carriers look for patterns in telephony traffic to ensure fair use, a reliable overall service, and maintain their revenue. This means that, if traffic does not fit with the expected pattern, carriers will often disconnect services at short notice – making it impossible for contact centres to operate.”

When a call centre places an outbound call, data is passed to service providers and is then taken to a public telephone exchange via one or more of the country’s major carriers. These carriers assess traffic using metrics including Answer Seizure Rate (ASR), Average Call Duration (ACD) and the number of Calls Per Second (CPS). This, in turn, gives carriers an idea of what percentage of traffic is unanswered, disconnected or not busy.

“The average contact centre makes a huge number of calls in a short period of time, with a high frequency of short duration or disconnected calls,” Mr Key says, adding that carriers do not like these traffic patterns. Unfortunately, many call centres are unable to change the way calls are made. However, by using a service provider with experience in this field, traffic suspension can be reduced as much as possible for streamlined services.

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