Los Angeles, CA, USA, March, 2021 -- Convoso, developer and provider of outbound contact center solutions, has launched a significant upgrade to its answering machine detection (AMD) for platform customers. The advanced capabilities increase the accuracy of voicemail detection.
To develop this advanced voicemail detection technology, Convoso analyzed billions of calls, and drew from over 14 years of experience serving outbound call centers.
"We're really proud that our achievement of up to 97% accuracy has resulted in increased sales for our customers," said Chief Product Officer and Co-Founder, Bobby Hakimi. "In one case, they’ve jumped up to 5 times more sales because of their improved ability to get people on the phone."
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Addressing a Major Obstacle for Outbound Call Center Industry
Outbound call centers depend on dialing a phone number and reaching the person they call. These businesses are usually focused on generating leads or sales for a specific market (e.g., solar panels or health insurance). One of the biggest challenges for the outbound call center industry, besides FCC regulation compliance and telecom call blocking, is the prevalence of voicemail. Companies spend thousands of dollars on leads and call center agent payroll. When a large number of dialed calls never connect with an agent, this represents increased cost and decreased revenue. They are losing money.
But it’s not only accuracy that counts for call center productivity. Speed also has a substantial impact.
For companies placing thousands, and even millions, of calls per day, the speed of detection is an essential capability. Accelerating the rate of connection of a human-answered call to a live agent adds up to cumulative savings of time and increased productivity.
"Fractions of a second make a big difference for our customers," said Hakimi. "This is another way our AMD tool stands apart from our competitors. We have the ability to connect live leads with an agent in as little as half a second – the typical wait time in the industry is about 2 seconds. By reducing wait times four fold, we help prevent leads from disconnecting the call before speaking to an agent. On top of that, the consumer is much more receptive to a conversation."
Real Life Business Losses for Health Industry Call Center
One Health Direct runs an enterprise scale outbound call center. Before working with Convoso’s software, they had all the makings of a robust, profitable call center: Their sales agents are skilled and experienced, and they purchase data-rich leads. But the call center was losing thousands of dollars per month and their commission-driven agents were discouraged. Some new hires left the company, saying they can’t make any money sitting around while the calls go to voicemail.
Jesse Daniels, VP of Sales for One Health Direct, said, "Our agents were spending about 70% of their day coding for answering machines. It was very, very unproductive." Payroll is one of the biggest costs for a call center. That meant Daniels’ company was paying 70% of their payroll for agents sitting at their desks – and not having conversations, not selling.
After two dialers (call center software) failed to solve the problem, Daniels and his executive team looked for an alternative solution and found Convoso.
Within a month after switching to Convoso, the company had increased sales and commissions.
"In a head-to-head test against [a leading contact center software’s answering machine detection]," said call center consultant Heather Griffin, "agents using Convoso had 5 times as many conversations with leads and generated 5 times as many sales with the same amount of data or less."
Posted by Veronica Silva Cusi, news correspondent
Convoso’s cloud contact center platform is designed to improve customer interactions and experiences at every stage of your business operations. From designing to executing campaigns and customer service strategies, our platform ensures the user experience and interactions are productive and enjoyable for both your customers and employees alike.
Published: Monday, March 29, 2021
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