Campaigns are one of the most important tools that organizations use to reach their customers. Being able to connect with campaign contacts at the highest possible rate throughout the campaign period will also increase the probability of achieving the overall campaign goal.
In case the call connected to the agent is answered by the answering machine; the overall process of the agent realizing that the other party is an answering machine, setting an appointment, entering the relevant result code, and ending the call causes serious inefficiency throughout the campaign. The agent loses the valuable time that is needed to be spent to make sales or solve customers' problems with these tedious tasks.
Thanks to this new feature, the answering machine detection is performed automatically on the platform, and the calls answered by the answering machine or voicemail are directly closed without being directed to the agent, and a result code defining the answering machine detection is entered automatically.
⚙️Principles of the Operation
Call progress analysis is activated when the campaign call is answered by the other party. Unlike solutions that work with the rule-based tone detection method, the solution offered by Call Center Studio listens to the voice from the other party and, with the support of artificial intelligence, decides whether there is a human or machine on the other side with a much higher success rate.
In answering machine detection, factors such as how long the other party speaks after answering the call, and the duration of silence during the speech are examined by the algorithm, giving the following results;
Result Code | Description |
Answering Machine: Unknown Speech | The voice on the other end continued for some time without any sufficient pauses during the speech. According to the call progress analysis, the result is evaluated as an answering machine announcement. |
Answering Machine: Unknown Silence | There was no sound from the other side for some time. According to the call progress analysis, the silence is due to the recording part of the answering machine on the opposite side. |
👉The two result codes above both indicate that the answering machine is detected on the other end of the call.
👉If, as a result of the analysis, it is concluded that there is a human on the other end of the call, the relevant one of the available result codes is assigned by the system.
👉The longest time allotted for detection is 5 seconds.
👉If an answering machine is detected on the other side;
The call will be terminated automatically without connecting to the agent,
The appropriate one of the result codes defined above will be given automatically,
Result code 9 will be given automatically,
If a dialing rule has been set up for answering machine reason codes, redials will be made in accordance with this rule.
Calls with answering machine detection will be displayed in the campaign module on the Supervisor screen as follows.
📊 Reporting
The answering machine detection will be reflected in the campaign reports as follows.
Call History
If an answering machine is detected, the relevant result codes will be included. In addition, under the AMD enabled column, there will be information about whether answering machine detection is active for the call or not.
Finish Codes
If an answering machine is detected, the relevant result codes will be included.
Last Finish Code
If there was an answering machine detected, the relevant result codes will be included in the report as above.
With the answering machine detection feature;
📑The agents;
They do not waste time handling calls picked up by the answering machine,
They are not interrupted as they work towards the goal of the campaign.
📑The supervisors;
They get rid of an extra workload for maintaining campaign efficiency,
They have more time to support the agents in the organization.
📑The operation managers;
They can carry out more efficient and high-success campaigns,
They prevent unnecessary costs by preventing agents from wasting time by manually handling calls that are picked up by the answering machine.
We hope that the answering machine detection feature will contribute to your campaign efficiency. Please do not hesitate to contact us with your questions and suggestions.