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Call rejecting occurrence – Identifying the cause
To understand Call Center Conversion Rate, picture this scenario; it’s five thirty in the afternoon. You are at home, sitting back on your luxurious sofa, trying to relax after a long day at work. Suddenly the phone rings. You look down at the phone’s screen trying to recognize the number, it’s an unrecognized landline number not in your contact list. Would you pick up the phone?
Well most of us wouldn’t. Landline numbers usually indicates that it isn’t someone we know, not a relative nor a friend. People nowadays tend to contact each other via their cell phone. A landline number mostly associates with a foreign, unwanted and disturbing entity, such as telemarketing offices, insurance companies, banks or some other annoying and unwanted instances you certainly don’t want to conduct after an exhausting and demanding day at work.
This is not a made-up theory or a longshot guess. Some modern researches point out that this is actually a proven reality. People associate cellular numbers, (even an unknown one) with a private person they might know and therefore they tend to pick up the phone more frequently than a landline number.
And that’s where the problem for call centers begins. The percentage of rejected and unanswered calls is in it’s peak since cellphones became so commonly used. Offices almost exclusively use landlines or PBX’s (Private Branch Exchange) to make their calls and for them this pointed above issue has become a major concern for their business. The Call Center conversion rates are bad.
Another aspect for the recent rising of rejected calls, is the growing popularity of “ID Sharing” applications such as TrueCaller and ME. All it takes is one person to mark your office’s number as spam and you’ll be automatically marked as spam for all the user of that application. Landlines lack the flexibility to overcome this problem as the number is pretty much fixed. Changing your landline number requires applying to the telecom company, which is not a simple and easy procedure.
The Solution – GSM Gateway/SIM Box
And that’s where a “GSM Gateway” or a “SIM Box” come in handy. A GSM Gateway is basically a PBX, which takes calls from variety of interfaces and outputs them through the cellular network of the SIM installed in it (one or more). That procedure is called “Termination” where a call is routed from one source through a specific interface to another.
In terms of Call Center conversion rate the immediate advantage of using such a gateway is obvious. By using such a device, we can camouflage our calls by sending them out through a GSM connection making them look more “innocent” and legitimate to the potential client and therefore achieving more probable “pickups”.
Another major advantage with this solution is the ability to use “SIM Rotation”. Obviously as pointed above, after a short term of using this method, this cellular number will be “burnt” – marked as spam and therefore won’t be picked up when called through it anymore.
As mentioned before, most GSM gateways comprise somewhere between 20 to 300 Sim slots (and sometimes even more). You can configure the GSM Gateway to randomly choose a SIM for a call, enlarging the possibilities and avoiding “burning out” too fast. Furthermore, the flexibility of changing a cellular number comes down to pulling out the existing SIM and replacing it with a fresh one – a matter of few minutes at most. No need to request anything from any telecom company and waiting for them to respond.
HyperMedia’s HG-4000 GSM Gateway
HyperMedia systems is leading the market of GSM gateways. Our HG-4000 is one of the most sophisticated GSM Gateways out there.
When it comes to the number of SIMs it can support, our HG-4000 supports up to 320 SIMs that can work in rotation, while 32 of them can run simultaneously. You can group 10 SIMs together and assign them to a specific incoming number, operating them as a unique and separated pool of numbers for the “SIM rotation”.
HyperMedia’s HG-4000 also supports a variety of interfaces such as PRI, BRI and VOIP connections to connect the GSM gateway to your office. These interfaces can be used where one serves as the main connection while the other is used for backup or work simultaneously. It’s a matter of installing another interface card, depending on your specific requirements and needs.
This solution may not be the cheapest in terms of initial cost or the easiest in terms of maintenance, but it can tremendously increase your “PTR” (Phone Through Rate) and eventually lead to a better conversion rate. There is no doubt that the return of investment for this product is guaranteed. This is indeed a major game changer in the world of call centers today.
Don’t hesitate, contact HyperMedia and we’ll match you with a custom-tailored GSM Gateway, to suit your specific needs of increasing Call Center conversion rate for a very competitive price.
Bulk SMS Marketing
In our ever-advancing world, which yesterday’s new born technologies chase and eliminate technologies that were hardly developed couple months earlier, one may wonder whether an aging technology such as SMS has a right to exist using bulk SMS marketing.
Well, there are not enough words to describe how wrong one might be. The number of ways to implement SMS nowadays seems endless!
I’ll describe some in a glance. In a scenario where you run a business offering a service, which clients subscribe for a specific period. When the end of that period draws near, you have some options to retain them as customers. Some companies hire representatives who call them, a method what is both costly and ineffective; Some people do not like to talk on the phone or flat out refuse to do business that way. Perhaps the incoming call might feel imposing to the client or catch him at an inconvenient time, which will cause him to end the call abruptly without extending the service.
A cost-effective and less imposing way to deal with that scenario is to send automated rich advanced texts to those clients via SMS with links to your website. This procedure is hassle free for the service provider and a lot friendlier to the client, as he can check that message in his own time, ensuring that this potential client will actually be motivated and moved to an action without bothering him too much.
Bulk SMS Marketing Implementations
SMS can be implemented in many types of businesses and for a wide variety of purposes:
- Banks – sending One-Time Passwords (OTP) to the customer’s mobile phone via SMS, utilizing it as Two-Layer security mechanism.
- Finance Companies – sending instant periodical reminders of outstanding balance due to customers
- Cab Services – sending updates to the clients with ETA of a cab or alerting them that it has arrived.
- Hospitals – automated scheduling and queue management.
- Colleges and Schools – notifications and reminders of events, tests and grades info.
- Automated Systems – online status monitoring and automated SMS alarms in case of crisis scenarios to the system’s admins.
- Lottery and Gambling agencies – sending automated notifications of winnings.
- Political Campaigns – updates on rallies or simply reminders to vote.
- Government’s emergency announcements –notification of severe weather or natural disasters.
- And so on, the number of uses for automated SMS systems are endless, and growing.
Bulk SMS and Sim Box solutions
HyperMedia Systems is amongst the world’s best bulk SMS and Sim Box solutions manufacturers. Hypermedia develops unique SMS Gateway, APIs and standalone SMS systems that allows you to send Online Bulk and personal SMS messages.
HyperMedia’s bulk SMS marketing product were built with simplicity in mind to best fit customer’s needs, but we always had developers and integrators in mind. Thus, we’ve developed a very robust, open and flexible SMS API.
Unlike other manufacturers, we don’t just send your messages, we give you a whole set of tools to manage and control your marketing campaigns, ensuring they are successful. Our web platform gives you plethora of advanced tools such as detailed reporting, scheduling, sub-accounts, permission control etc.
Hypermedia supports a wide range of technologies and interfaces. In fact, we are very flexible with our clients implementing custom-made solutions to integrate with existing technologies and platforms the client may already own ensuring a smooth integration.
A very brief list of the technologies and platforms our SIM servers support:
- Tivoli Systems
- Cisco CallManager
- Cisco ISE
- SolarServer Orion Network Performance Monitor (SNMP)
- MS Exchange (All versions)
- MS Active Directory
- MS Outlook (Send SMS through the client to single contacts and distribution lists with designated rules)
- Send SMS form SMTP Servers to single contacts and distribution lists
- Remote Access through Telnet or SSH to use CLI
- Supports multi-user access with groups with custom permission levels.
- Web UI access for managing and customizing the SMS server in http/https access.
- Advanced and rich report system.
- SMNP support
- HTTP Access
- Complete Web Applications sets
- Automatic failover management with a possible use of up to 32 SIM’s for each device
- Omni-directional antennas
HyperMedia has years many years of experience in the field of Bulk SMS and SIM servers. We strive to lead the market in every aspect with innovative solutions and competitive prices.
Success story –TeleManagerTechnologies
TeleManager Technologies Inc.was founded in 1997. The Headquartersreside in Newark, NJ and is located on the campus of the New Jersey Institute of Technology. TeleManager offers pharmacies IVR and telecommunication solutions that leverageexisting and future technologies. Telemanager’sgoal is to provide patients, prescribers, and staff with simple and effective ways to satisfy their respective communications and service needs.Telemanager services thousands of pharmacies throughout the USA including independent community pharmacies, small and large chains, hospitals, clinics and institutional facilities.
Need and requirements:
Three key factors facilitated choosing an SMS customer premises gateway.
1. Telemanager required a secure and efficient way to send real time notification to customers of any respective pharmacy viaSMS. The key factor forusing Customer Premises Equipment was the ability to secure the end user (SMS recipient) database behind the data center firewall rather than export it to a third party out of concern forpatient medical privacy.
2. A second key factor is the ability to utilize a multi SIM device housing SIMs from carriers throughout the US to maximize the savings on the cost of sendingSMS.
3. The robust API that enabled supporting the unique applications developed by telemanager for SMS notification
4. Scalability of N+1 to large numbers under one management system The aforementioned notifications to the end user included messages notifying that the prescription is ready, pick up notifications, prescription expirationnotifications, auto re-fill reminders, periodic medical test reminders relating to specific medications, warnings and recalls on medications, new information on medications, new medications for specific patients, new test results on medications and more.
At the same time Telemanager wanted to use the platform to send subtle marketing promotions and receive an Interactive Response for the marketing promotion prompting the recipient to buy goods or services.
Telemanager utilizes the HG-7000 series Gateway, connecting via the Hypermedia SMS Pro Server’s (HG-7100) robust API to the Telemanager secure application and thus provides a seamless connectivity and near real time messaging to over 350,000 customers nationwide. The system is connected to over 4000 pharmacies throughout the USA as of end of 2011.
The SMS services were offered at no additional cost to each customer of each pharmacy as a way to provide better customer service and foster better customer loyalty to a specific pharmacy. From a survey conducted by Telemanager with 10 pharmacies, it turned out that there was an average increase of close to 30% in revenue derived from those customers that subscribed to the service. The survey also revealed that the customers were delighted with the service and are becoming an “Educated Consumer” thus spending more $$ per single purchase taking advantage of promotions and special offers.
Val Gurovich, President and CTO of Telemanager: “Hypermedia’s SMS system provided us with an affordable and extremely effective outbound messaging platform fulfilling all our key requirements. Taking advantage of SMS communication as an acceptable and personal form of communication, we were able to create an extremely targeted, cost effective and direct notification service providing an innovative and valuable customer service tool to our customers. The system we purchased from Hypermedia is stable and scalable affording us expansion and increased revenue. The ROI on the systems was approx. four months”
MARKETINGSMS CUSTOMER SERVICE | SMS FOR PROMOTION AND NOTIFICATION SUCCESS STORY – AMBER CAR LEEDS
Amber Cars was founded in 1987, the largest private transport car for hire company in Leeds UK. The company specializes in offering world class airport pick up and transfer service, day trip, excursions and General Taxi work.
Need and requirements:
Amber Cars needed a way to better communicate with their customers and potential customers. They found out that SMS can provide them all their requirements, from sending marketing campaigns promoting the business to providing customers with a higher level of service by sending notifications on the status of their orders.
Amber Cars utilizes multiple Hypermedia SMS Servers (HG-7000), taking advantage of the smart API to integrate the SMS servers with Amber Cars’ tailor-made SMS application. Using
Hypermedia’s SMS server, Amber Cars can now offer their customers a superior service and a more effective way to communicate. Some of the services Amber Cars can now offer to their
1. Sending price quotes to costumers after requesting a quote using Amber Cars web site.
2. Notifying customers on new campaigns and special offers.
3. Notifying costumers that the requested vehicle is on the way to costumer’s location, and supplying the name and details of the driver and type of vehicle.
4. Notify the costumer that the vehicle has arrived and awaits the costumer at a specific location.
5. Keeping the database (list of costumers and customer information) secured.
Implementation of the solution:
Amber Cars took advantage of the unique master/slave topology that Hypermedia SMS server has to offer. The SMS gateways were installed in various locations in the United Kingdom. All
are managed through one central interface.
Costumers are now notified of special offers creating new business opportunities. In addition, customers now enjoy a superior experience by being guided and tended to all along the service.
By having Hypermedia’s SMS server, Amber Cars have the flexibility to fully control their customer base information and have the messages sent to them without the need to be
dependent on aggregators or SMS suppliers.
“We chose Hypermedia because of their willingness to work with us to develop this solution. At every stage they have been on hand to help our development team. The HG-7000 gateway is
reliable and twice the speed of our previous Gateways and easy to configure. It is great to work with a company so willing to improve their product.” Andrew Pennock, Managing Director,
Amber Cars Leeds
U.S. Social Security has chosen Hypermedia Systems Ltd. SMS Gateways Pro HG-7000 Series for enabling secure access to its government web sites via SMS.
Hypermedia Systems SMS Gateways Helps U.S. Social Security Establish Secure Access to Government Web Sites via SMS
The implementation of Hypermedia’s on-site SMS Gateways HG-7000 at the U.S. Social Security offices in the East Coast has enabled putting in action two-factor
authentication via the GSM network using SMS (short message service).
The successful deployment includes multiple sites and numerous users across the U.S.
With the solution in place, U.S. Social Security has been able to comply with standards and keep the costs manageable without inconveniencing users.
Protecting Client Details from 3rd Party Misuse & Abuse Due to being customer premises equipment (CPE), Hypermedia’s SMS Pro gateways
eliminate the need for third-party ASP or SMSC aggregators and enable the sending of SMS messages directly via the cellular operators; protecting client details from 3rd-
party misuse & abuse. This prevents exposure of details such as client base & customer phone numbers, and assists in maintaining the utmost confidentiality and
privacy of client data.