Connect Rate

The connect rate is defined as the total number of calls connected to an agent divided by the total number of calls dialed. The connect rate is affected by several factors, including

  • call progress analysis (tone detection) 
  • call transfer time.

The number of appropriate calls directed to an agent depends on the ability of a predictive dialer to correctly identify the call result it receives.

A high quality predictive dialer will precisely detect whether a live person has answered the call or whether it encountered

  • a busy signal, 
  • an answering machine, 
  • a Special Information Tone (SIT),

or

  • operator intercept.

When a busy signal or an answering machine is detected, the number called is kept in the database to be dialed later.

When the call is intercepted by an operator or a Special Information Tone (SIT) is detected, the number is automatically discarded from the database. A SIT tone is the three beep signal heard at the beginning of telephone company recorded announcements. It indicates that the telephnome call failed. The most common SIT tone is the vacant number intercept SIT: “The number you have dialed is not in service”.

The tone detection is performed at the hardware level through call progress analysis. Frequencies and cadence are pre-set and stored in a defined tone table. Frequencies and cadence constitute the patterns of alternating silence and speech. The voice card detects the frequencies and cadence and compares them to the patterns stored in the table to identify their meaning.

 

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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