It’s a busy Monday at the contact center and the lead of the personal loan department decides to push the team to go all out to meet their targets – and hike up their dialing rates. What he (or anyone else in the business!) fails to realize is that they’re now consuming a staggering 50% of the capacity.
The consequences are immediate and tangible. Agents in other processes find that their calls don’t end up getting connected.
The reason is obvious: The infrastructure, shared by different departments, struggles to accommodate all the outgoing calls, resulting in disrupted workflows across processes.
The worst part — businesses fail to recognize the reason for the failed outgoing calls till the end of the day. As you can see, a single process’s actions can have a profound impact on the entire operation.
Now imagine this.
What if pacing issues were identified in real-time — rather than discovered as the day winds down?
This is where pacing optimization steps in.
Pacing Optimization: A Game Changer for Performance
Although contact center solutions have an auto-pacing feature, they are designed to set a pacing rate to ensure that calls to the day’s list is attempted by the defined completion time.
However, what enterprises need is a way to optimize the call pacing ratio in real-time – by analyzing how different processes are making calls. This strategy not only curtails network rejection rates but also facilitates higher call connects.
Here’s how you could do this: You could analyze outgoing call volumes as they happen and set up a real-time trigger that alerts the team when the calling capacity is being unevenly used or monopolized by any one process.
For instance, you could use the TV units on your floors to highlight the process that is affecting the day’s calling operations. Or, you could ensure that the process supervisors are alerted via real-time notification on their systems.
How optimized call pacing can improve the productivity and efficiency of your contact center operations:
By fine-tuning the pacing ratio, call centers can achieve the following benefits:
1. Deeper understanding of network capacity usage and potential
An optimized pacing ratio can help you in two ways.
Firstly, it can help you understand if your telecom providers are actually delivering you the promised call-per-second (CPS) rate. If you find that a process making a certain number of calls a day is impacting the telco’s rejection rate, you know you’re falling short of your needs.
Secondly, it aids data-backed discussions with telecom providers to modify the CPS limits on your pipes.
2. Minimized network rejection rate and more connected calls resulting in maximized revenue
The network typically rejects between 45 to 50K calls a day. An optimized pacing ratio can translate into a reduction of up to 1% in network rejection rates for outbound calls – meaning 450 more calls that get through the network.
With the increase in outbound calls, you can see how this impacts your sales numbers.
Assuming a modest 13.3% connect ratio, we can see how the additional calls result in nearly 60 more calls that are answered by customers. A conservative up-sell rate of INR ~2K per call could translate into additional annual revenue of INR 30 million!
3. Identifying the right pacing ratios for efficiency and productivity
With the insights gained, call centers can then tailor their pacing ratios to achieve the perfect equilibrium between dialing rate and call success.
This means that they can either
- Increase the ratio for higher productivity, or
- Decrease it for more focused conversations and improved efficiency.
Boosting the Operational Efficiency of Your Contact Center with Assertion® SecureVoice™
Assertion® SecureVoice™ is designed to give you complete visibility – and control over – every call traversing your VoIP network.
Here’s what Assertion® SecureVoice™ can unlock for you:
1. Optimized pacing, control and visibility over outgoing calls
You get a direct line of sight into the calls going out of their environment, while also getting control such as
- Blocking of calls to unauthorized locations
- Real-time prevention of toll fraud attempts or calls to high-rate destinations
2. Assessment of how your telecom service providers deliver against the promised value
- Analyzing the CPS rate provided and network rejection rate
- Understanding how they fare when it comes to carrying inbound junk calls to your VoIP environment
3. Improved quality of incoming calls
With Assertion® SecureVoice™, you can
- Block known malicious calls even before they reach agents
- Route suspicious or blacklisted calls to trained and dedicated agents
And much more, such as
- Responsible outreach as per TRAI and your internal guidelines
- Call volume anomaly detection in real-time
- Security insights into targeted attack activity on your contact center
Assertion® SecureVoice™’s AI-powered algorithms analyze call patterns, durations, and behaviors to help you do better business – while keeping your business, data, and agents safe.
Talk to us to know how Assertion® SecureVoice™ can help improve the efficiency, productivity, and security of your VoIP setup.