Khomp, like all large companies aimed at continuous growth, is always improving the services it offers, bringing more products and services to its end-user customers that add value and have an impact on their decision making. This improvement is only possible by taking a critical view of the needs of our users. Acting on these needs, we add functionality to services, increasing the value of the product and the brand
The problem: unproductive calls
Markets such as call centers or financial institutions constantly seek direct contact with people via telephone – actions referred to as campaigns. However, many of these calls do not reach the intended recipient, the so-called unproductive calls. During the months of January and February 2017, Khomp performed 10 minutes audits with previously selected customers in order to have arrive at an estimate of the number of these calls. This measurement resulted in an average of 50% of calls being classified as unproductive. This occurs for various reasons, such as the quality of the mailing or the unavailability of the number.
This level of non-productive increases expenses: in operator time, use of telephone band width and time with human action. Overcoming such situations is essential to the management of a company that aims to optimize its resources and have the ability to perform quick campaigns.
The solution offered by the Khomp technical team was the implementation of an automated agent able to qualify whether or not the calls should go forward. This agent, the Call Classifier, is based on the recognition of audio and signaling standards.
Khomp solution: call classifier before carrier charges are incurred
The Khomp Call Classifier, which is a part of the KMG Analytics module, is a quick decision-maker, qualifying the call in under three seconds. When it is determined that the call recipient is not desirable for our client, the agent notifies the gateway, which interrupts the connection in under three seconds and reports the case to the dialer system. In this case, new calls through alternative routes can be triggered automatically by the gateway, without overloading the dialer. Another option is, in the case of service by voicemail or answering machine, the agent on the call before charging or leave a pre-recorded message.
Today, the Khomp Call Classifier can distinguish and classify calls between residential human service, commercial human service, voice mail, fax and answering machine with classification success levels of around 98%, according to new internal audits. In time, for each standard mentioned above, there is also the possibility of detection of sub-standards such as: what kind of message is being played by the mailbox or even which carrier it belongs to.
In disconnecting unproductive calls in under three seconds, KMG Analytics ensures that these calls will not be billed by carriers, improving the performance of your dialer and further reducing transaction costs with non-productive calls. The use of the Call Classifier can even extend beyond the reduction of unproductive calls, as it is able to use the meta information produced on calls to appropriately refine the mailing, making it more effective for future campaigns.
Learn more about other advanced features of the Khomp Call Classifier in this other post published on the blog.
