CLI Localisation and Contact Rates
Improving Productivity of Call Centre Agents
For a modern contact centre, one of the biggest sources of frustration is the difficulty in improving the productivity of its agents by increasing the amount of time they are actually speaking to people. It would be foolhardy to suggest that a contact centre agent spends the majority of his or her time talking to people and the fact remains that both businesses and individuals have become savvy to the recognisable characteristics of a call from a contact centre - a conversation that they may do not want to have.
The primary characteristic that many individuals and businesses associate with an inbound cold call is a telephone number that they don't recognise. Now, more than ever, people are using their mobile telephone as their main point of contact and can see immediately if a telephone number that is calling them is one that they recognise or not. When you consider the fact that many UK contact centres use 08 numbers for their outbound calling line identity (CLI), and consider the results of our independent market research amongst 2,000 UK consumers, you can appreciate just why contact centres are finding it difficult to improve their contact rates. The results of this market research is as follows:
- 71% of respondents said that they were either UNLIKELY TO or WOULD NOT answer a call from a withheld or blocked number.
- 66% of respondents said that they were either UNLIKELY TO or WOULD NOT answer a call from a number beginning 08.
- 75% said that they were either LIKELY TO or WOULD answer a call from a local geographic number.
After reading these results, it is clear that contact centres would improve their contact rates immensely if they could contact individuals and businesses by using a telephone number that was local to them.
Dial Sure from Nexbridge solves all of the issues identified above by automatically displaying a telephone number that is local, and recognisable to the recipient of the call. For example, if a call was made to an individual in Edinburgh using the Dial Sure service, the telephone number displayed to the individual would be an 0131 number. By doing this, the contact centre is able to remove the uncertainty surrounding the number that the recipient of the call receives, and as a consequence the call is much more likely to be answered, and contact rates vastly improved. Dial Sure's CLI localisation is also fully customisable so that the contact centre is able to specify where returned calls should be routed through to so they are still able to track the results of individual campaigns.
Connect to Dial Sure
- SIP Access;
- IDA Access;
- PSTN Access;
- Network Resilience;
- Extensive back-up and security systems;
- Constant monitoring to ensure optimum performance.