Answer machine detection
Reduces your campaign costs, wasted calls and agent productivity
In progressive and predictive dialling modes, the system can be set to identify answering machines and disposition them without taking up agent time, in the same way that it deals with dead lines, i.e. no answer. This increases agent productivity by reducing the number of wasted calls they have to process, and simultaneously reduces campaign costs, as not only are the agents spending so much time dealing with answer machines, but also the time taken to hang-up on a answer machine. In fact, the telecom cost incurred is less than two seconds when using automated detection.
Customers may select either mode of operation, or turn it off completely depending on the type of calling being operated. It is important to understand that unlike calls abandoned by the automated dialling equipment, which plays a pre-recorded apology message to the called party if there are no agents available, a falsely detected answer machine will create a completely silent call. This is one of the industry's greatest challenges to eliminate silent calls, and a priority target for Ofcom. If analogue answer machine detection is employed, the contact centre can provide call recordings of all calls dispositioned as detected answer machines, so that the claimed detection rate can be verified in case of Ofcom inspection.
The contact centre AMD system works by listening into the start of a call and attempting to detect answer machines using dedicated signal processing equipment. The call is listened to for up to two seconds before being hung up as an answer phone or passed to an agent. This mode of operation will detect a very high proportion of answer machines with over 95% accuracy. There will be a small number of connections (< 5%) where the system believes it has connected to an answer machine, but in fact it is a human. Call centres are required to allow for these 'false positives' in their abandoned call allowances.