One of the first lessons of business we learn as children is that “the customer is always right.” It’s a mantra that is repeated to generations of teenagers as they take their positions behind the cash registers of fast-food restaurants or the cappuccino machines of the coffee shops on every corner. If an order is misinterpreted or messed up, employees are trained to reflexively resolve the issue on the spot, rather than risk an escalation which turns into a viral video fiasco. Conversely, we also recall examples of how a simple act of customer service turned an employee and their company into a hero, inspiring deeper brand loyalty along the way. No matter the situation Dialer SIP Service is critical to agent and call center success.
However, what isn’t often talked about is how companies fire their customers. Customer service only goes so far before a customer or client becomes a drain on the bottom line, sapping time, money, and resources that would be better spent on a different set of clients. For example, if you’re flying on a commercial airline, you will receive more personalized attention in first-class than you will in coach. Passengers in coach can hit the Call Light button every five minutes to summon a flight attendant, but it won’t take long before their friendly smiles turn into dismissive grimaces. There is a cost attached to delighting customers, and many companies subtly, or actively, seek ways to fire those customers who become more than they can handle.
And in the world of SIP, the dirty secret is that most providers don’t want your call center’s dialer traffic.
Average call duration, or ACD, is also much shorter since many call center agents reach prospects who don’t want to talk and get hung up on in the process. While the estimated ACD for normal conversational traffic has fallen over time (ranging from 1 minute 40 seconds to over three minutes per call), the ACD for dialer traffic is often measured in seconds, with many of these calls lasting less than 10 seconds.
The combination of low ASR and low ACD along with the high number of calls generated by auto dialers, means that the provider must set up and tear down exponentially more calls as normal voice traffic. And if your provider isn’t equipped or prepared for intense dialer traffic, you’ll overwhelm their network’s capacity, which forces them to send your dialer traffic to less reliable standard routes, rather than premium routes. Which means more drops, more glitches, and fewer conversions.
Some call center operators are in the process of being fired by their provider because of their dialer traffic, and they don’t even know it. Make sure you take the time to find the provider who understands your business and can scale right along beside you.
Learn more about other ways to further guarantee the quality of calls for your agents.