Outbound Calling Challenges and Solutions

This document is a guide that discusses the challenges and solutions related to making outbound calls in a contact center environment. It outlines the significant factors that carriers consider regarding outbound traffic, including the four key performance indicators (KPIs) that measure call quality: Short Duration Calls (SDC), Average Call Length (ACL), Percent of Tier 1 Calls, and Answer Seizure Ratio (ASR). The document explains how these KPIs affect carrier profitability and the importance of selecting the right carrier for effective outbound calling. It also details common issues encountered when using carriers not designed for contact center traffic, such as False Answer Supervision (FAS) and Post Dial Delay (PDD). The guide concludes by presenting solutions offered by NobelBiz, which include a purpose-built network for call center traffic, active management of high-quality routes, and strategies to maintain high call completion rates.