Answering Machine Detection

Campaign results depend a lot on the connect rate, but also on the appropriateness of the connection. The incorrect call classification involves the following consequences:

  • When calls are answered by a live person, but they are wrongly classified as answering machine responses, they are not transferred to the agents. As a result a potential right party contact is eliminated from the calls transferred to an agent.
  • The wrong transfer of an answering machine to an agent also decreases productivity.

An effective dialer ensures agent availability before a number is dialled. In this manner it minimizes call abandonment rates.

In order to distinguish a live person from an answering machine, less sophisticated systems use voice cadence detection. When a live "hello" is detected, they automatically send the call to a waiting agent. A long burst of words (Hello, this is the White residence...) signifies an answering machine. Cadence detection is about 60% effective in correctly detecting an answering machine.

The best systems use both cadence and frequency detection. The latter electronically measures voltage and line noise to more accurately recognize an answering machine. This combined approach is proven to be more than 90% effective.

 

Learn more about: 

Functioning, features, types and benefits of predictive dialers.

Predictive Dialer Tutorial

Cost of predictive dialing systems, factors to consider in deciding which predictive dialer to purchase.

Predictive Dialing Questions and Answers

Factors affecting predictive dialers' performance.

Predictive Dialers - Overview

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