Reduce the Risk of Dialler Downtime

Chris Key highlights the problem that diallers can face with carriers rejecting outbound calls.

“We hear from a huge number of contact centres who are frustrated with suspended services,” said Chris Key, Director at Hostcomm. “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.”

Whenever a call is made from a contact centre, telephony data is passed to a service provider, who then relies on one or more of the major carriers to take this traffic to the appropriate public telephone exchange.

Tasked with providing service for millions of connections, carriers will assess traffic across several metrics, including the Average Call Duration (ACD), the number of Calls Per Second (CPS) and the Answer Seizure Rate (ASR), which indicates the percentage of calls that are not busy, disconnected, or unanswered.

Contact centre and dialler traffic is often outside of the usual parameters expected by carriers. In an attempt to focus signalling and switch resources on high revenue calls and avoid unnecessary congestion, carriers may issue a short-notice suspension and refuse to carry the traffic.

“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,” continued Chris Key. “This traffic is unfavourable to carriers, but it is not always possible for contact centres to change the way they make calls. However, a service provider with experience in the unique requirements of contact centres can effectively mitigate traffic, managing the overall profile to avoid suspension.”

For more information about Hostcomm, visit their website.