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.