How to use answer machine detection (AMD) and not make silent calls

Published 18th September 2009

Answer machine detection is again in the news and many call centres now feel they cannot comply with Ofcom’s silent calls ruling and have switched off their devices. This has had a dramatic effect on their productivity as agents now have to listen out for answer machines.

Silent calls are created when the call is answered by a person, but the AMD equipment falsely identifies the recipient as a machine. However, using Intelligent Voice Messaging (IVM) an answer machine can be detected without the risk of making a silent call. The system assumes that the call has been answered by a person, and starts the dialogue with the customer, whilst continuing to check whether a machine has answered the call. When an answering machine is detected, the system stops the interactive script and leaves an appropriate message, identifying the caller and asking the customer to ring back. This effectively solves the problem of AMDs creating silent calls.

Adrian Adams, marketing director of Qire, said, “call centres that have moved to IVM are now returning to their previous level of productivity and avoiding silent calls”.

Adrian added “There are other benefits of IVM which could further improve the efficiency of call centres. The beauty of IVM systems is that they don’t just ‘push messages out to customers’, they interact using ‘real voice’ prompts and recognise voice responses, creating a conversation with the customer. For example, this dialogue can be used to verify that the right person is on the line – or even ask for that person to be brought to the phone – before the call is passed to a live agent. This can produce important gains in agent productivity, motivation and right-party contact rates without any investment in equipment.”

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About Qire
Qire is a leading supplier of Voice CRM solutions, providing hosted, reliable and secure applications using real speech to communicate with customers. Its interactive voice messaging (IVM) solutions automate the process of making telephone calls to named contacts, verifying their identity and then routing the call to a live agent or delivering a personalised voice message.
Qire works in a number of industry sectors, ranging from the financial services, utilities and retail sectors to healthcare and gaming. Clients include Severn Trent Water, eOn, HBOS.

Its solutions have a wide range of applications, and can be used to confirm appointments, provide emergency alerts for events such as flooding and boost efficiency in retail delivery and contact centre environments.
For more information on Qire and its services please visit www.qire.co.uk

Press Contact
John Turtle
Qire
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Old Hall Street
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L3 9LQ
0151 227 1938
john@qire.co.uk