How to increase your Call Center Conversion Rate

Call Center Conversion Rates

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.

Call Center Conversion Rate

 

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SODAQ and monogoto collaboration enable global LTE-M connectivity with PSM and eDRX support for an Arduino-based developer board.

After several months of field testing, SODAQ and monogoto successfully enabled LTE-M technology with eDRX and PSM features remotely controlled for the SARA SFF and AFF R412M/R410M developer boards.

The two companies’ collaboration goes further than just creating a product; Together they are enabling small businesses and large corporations alike to create entire online architectures and ecosystems, using small Arduino based boards over nothing more than a simple low-powered internet connection anywhere on the planet.

Over the top IoT connectivity provider monogoto says it is an important stage in its connectivity growth strategy, as according to market research by Ericsson, the amount of cellular IoT connected devices will cross the 5 billion mark by 2025 when cellular LPWAN technologies are expected to account for over 50 percent of these.

Enabling the eDRX and PSM features can dramatically save the IoT device energy and as a result, provide a cost-effective solution in the long run. One big advantage of monogoto’s IoT SIM is the ability to access the SIM remotely via API and configure eDRX and PSM settings (e.g. eDRX cycles) according to the project requirements.

“We are excited to announce this cooperation with SODAQ,” says Itamar Kunik, CEO at monogoto. ”Nowadays, IoT solutions are built by developers rather than telecom engineers. As a global IoT connectivity leader, we must continue our efforts to simplify, innovate and lower the barrier to our clients, enabling the access to advanced cellular network features via simple APIs”

Dutch IoT development company SODAQ has made strides in developing a low-cost, Arduino compatible, low-powered (to the point where it can be solar-powered) development board that can be used in a multitude of IoT applications. What makes SODAQ’s SFF and AFF boards unique aside from their ability to run on solar, is their built-in location telemetry and good modularity, allowing the user to interface a plethora of different sensors to it, fully customizing the board for any specific use-case.

‘’It’s developments like these that help shape the standards of IoT applications of tomorrow.’’ Said Ollie Smeenk, COO of SODAQ. ‘’By creating a solar-powered solution that allows the user to fully customize their boards to their liking, we are making IoT a more logical choice for businesses. I’d like to imagine a world where sustainable devices become the norm, and our board is an example of what the future can look like.’’

It is in bold collaborations like these where the benefits go beyond the initial projects; SODAQ will continue to develop a wider range of optimized boards that ultimately increase the quality of IoT tracking and data acquisition in logistics. One of these developments is using Nordic Semiconductors’ new NRF9160 module to allow for even lower power positioning and communications. Agricultural and environmental endeavors also reap the benefits, while reducing the costs and waste for all parties. monogoto gets to increase its global footprint and enable cheap reliable cellular IoT connectivity for large scale projects. One of the improvements has been the development of boards that enable eDRX and PSM as mentioned above. Here is a brief description of these technologies:

  • eDRX (extended Discontinuous Receive) is a technology provided in cellular communications that allows a modem connected to the network to only listen for incoming messages rather than transmit data. This means that the device can be in deep sleep for the majority of the time, listen at a set interval, and be reached/activated to transmit data to the network within a matter of minutes while only requiring an active transmission daily.
  • PSM (Power Save Mode) is a feature that reduces power consumption even further as it allows for extended periods of device deep sleep (multiple days between transmissions) without requiring the device to re-register to the network each time it wakes up.
  • Both technologies require the device to agree on a communication interval with the network, which can be set using monogoto’s API.

For both technologies SODAQ has created libraries and software examples, implementing them for multiple clients.

About monogoto

monogoto is a Secure Cellular Core as-a-service enabling enterprises, manufacturers, and IoT startups with Secure Cellular Connectivity solutions for IoT/M2M use cases. It provides network survivability and service resiliency, based on multi-network (local and global) coverage. monogoto combines this offering with a Private LTE as-a-service on CBRS or any other band. This allows customers to build their own network alongside the possibility of interconnecting to multiple MNOs, all from the same SIM card using the same mobile core.

Offering a true self-service for cellular connectivity via a web-based management platform, monogoto provides advanced capabilities, currently mostly available to Tier 1 operators, such as full control over Data/Voice/SMS traffic, full visibility and monitoring of all network events, automated event-based alerts, advanced security policy enforcement, and global roaming control. Every functionality in the monogoto network can be embedded into existing business processes (e.g. CRM, ERP, etc.) via its RESTful APIs.

About SODAQ

SODAQ is a Dutch Innovative IoT company that is rapidly expanding throughout the world due to its high-quality NB-IoT, LTE-M, and LoRa boards. SODAQ has always been at the forefront of the rapidly changing world of the ‘Internet of Things’ and is specialized in scalable and efficient hardware and software to empower businesses in all sorts of industries and budget ranges. In order to accomplish this vision, they develop their very own SODAQ hardware products that are compatible with many existing modules and systems, allowing for seamless integration with existing products on the market. We have been actively producing and testing units for NB-IOT and LTE-M for the last 3 years.

 

To find out more about monogoto, visit www.monogoto.io

To find out more about SODAQ, visit www.sodaq.com

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