LOS ANGELES, March 25, 2021 /PRNewswire-PRWeb/ -- 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 up to 97%.
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."
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.
Industry-leading Speed and Why it Matters
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. Convoso's upgrade of its AMD, a feature that is
included in the dialer software, allows contact centers to
customize how calls are classified down to the millisecond.
"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 makes over a million calls a day. 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. In a side-by-side trial with the dialer
they were using, Convoso detected 70% more answering machines.
Within a month after switching to Convoso, the company had
increased sales by 30% and doubled commissions.
Case Study: Side-by-Side Trial with Top Industry Solution
In another side-by-side trial comparing Convoso's AMD with an
industry leader in outbound call center software, Convoso's
solution outperformed its competitor by detecting 400% more
voicemails. This increase in detection meant that the contact
center agents encountered 400% fewer obstacles using Convoso's
software and had more opportunities to connect with live
conversations. Working with 25% fewer agents on the Convoso dialer,
the result was 5 times more sales.
"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."
Call Center Dialing Campaigns Require Strategies Tailored to
Lead Quality
Outbound contact centers purchase data-infused lists of leads
for their business, or they generate their own leads. They
generally use an auto dialer software to make the calls to leads.
Success for a call center depends on determining the best strategy
for dialing those leads. Accurately detecting whether a voicemail
system or a human has answered the phone is critical to maintaining
call center agent productivity. However, there's a caveat.
Every answering machine detection tool in a software's dialer
will result in both false negatives and false positives. A false
negative occurs when the system has determined that a human has
answered, when the reality is that it was voicemail. This wastes
agent time as they must code for an answering machine before moving
to the next call. Repeated experiences of false negatives begin to
impact agent morale and productivity. This is why a high detection
rate is essential.
A false positive occurs if the system determines that a
voicemail has answered the call when it was in fact a human, and
that represents a lost lead. The better the quality of the lead,
for example in terms of qualified interest and consent to contact,
the more a call center pays for that data-rich lead. Therefore,
they want to minimize the possibility of the answering machine
detection feature misreading an answered call. They want to reduce
false positives.
Convoso's upgraded advanced answering machine detection offers
customers the option to customize their preference for false
negatives or false positives on an adjustable scale. In this way,
contact center managers can customize their dialing campaigns
according to the quality of the lists they are using.
Related topics around improving contact center performance can
be found on the Company's blog.
About Convoso
Convoso is the industry leader of omnichannel contact center
software for sales and lead generation teams. The solution couples
the power of an advanced cloud-based dialer with the support of a
dedicated product expert to drive customer success. Convoso is
continuously innovating to help outbound call centers maximize
profitability while supporting TCPA compliance.
Media Contact
Cory Plachy, Convoso,
626-466-2161, cplachy@convoso.com
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SOURCE Convoso