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Ofcom Silent Calls Regulation NEW REGULATIONS CAN PUT YOUR CONTACT CENTRE OUT OF COMPLIANCE MAY 17, 2011

Ofcom Silent Calls Regulation NEW REGULATIONS CAN PUT YOUR CONTACT CENTRE OUT OF COMPLIANCE MAY 17, 2011. Speakers. Jim Casey Head of Contact Centre Practice Cirquent Ltd . t. +44 (0) 203 217 1360 e. jim.casey@cirquent.co.uk.

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Ofcom Silent Calls Regulation NEW REGULATIONS CAN PUT YOUR CONTACT CENTRE OUT OF COMPLIANCE MAY 17, 2011

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  1. Ofcom Silent Calls RegulationNEW REGULATIONS CAN PUT YOUR CONTACT CENTRE OUT OF COMPLIANCEMAY 17, 2011

  2. Speakers • Jim CaseyHead of Contact Centre PracticeCirquent Ltd.t. +44 (0) 203 217 1360e.jim.casey@cirquent.co.uk • Frederic DickeyDirector of Product ManagementSangoma Technologiest. +1 514 288 7111 x 233e. fdickey@sangoma.com

  3. Agenda • Introduction • Details about the new regulations • The potential impact of these regulations on your operation and your business • Design and process analysis issues that can affect your solution • Details of a solution that meet the new requirements with minimal impact on your operation • Closing • Q&A

  4. Ofcom Silent Calls Policy Jim Casey Contact Centre Line of Business Head Cirquent UK

  5. What Does This Mean to My Operation?

  6. Recent Trends in Outbound Calling • Move to smaller campaign groups • Higher use of ‘immediate call’ dialling • Call back from queue • Call back from web • Companies instigating on the fly ‘Do Not Call’ • Integrated Marketing approach • Changes to the global telecoms infrastructure and the devices people are using

  7. Achieving OFCOM Policy Compliance • The significant increase in penalties combined with a more stringent policing of UK outbound environments reflects Ofcom’s considerable concerns in this area. • The enforcement action taken by Ofcom presents an immeasurable threat to outbound business operations and should therefore be taken very seriously. The long accepted phrase of ‘business as usual’ will no longer apply, there are no shortcuts or easy ways around this regulatory stance.

  8. Getting the Basics Right • Operational Improvements

  9. Human Intervention • Human Intervention

  10. Technology Intervention • Technology Intervention

  11. Leveraging Superior Call Progress Analysis Technology for Outbound Compliance Frederic Dickey Director Product Management fdickey@sangoma.com

  12. Introduction to SangomaNetBorder Call Analyzer (NCA) • Dedicated Platform to Perform Call Progress Analysis (CPA) for Outbound Contact Centres • Classifies calls to maximize productivity • Reports pre-connect and post-connect (live answer, answering machine, busy, etc.) • Implements Unique Patent Pending CPA Algorithms • Best Accuracy • Best Speed of Response • Integrates directly with VoIP and SIP Contact Centres • Interopwith over 30 VoIP and SIP Endpoints (including Genesys SIP Server)

  13. Sangoma NCA in the Call Centre Dialling to PSTN Call Centre Suite Sangoma NCA VoIPGateway E1/T1 SIP SIP

  14. Sangoma NCA in the Call Centre Dialling to PSTN Call Centre Suite Sangoma NCA VoIPGateway E1/T1 SIP SIP Dialling to SIP Trunks Call Centre Suite Sangoma NCA Session Border Controller SIP Trunk SIP SIP

  15. Sangoma NCA in the Call Centre Dialling to PSTN Call Centre Suite Sangoma NCA VoIPGateway E1/T1 SIP SIP • NCA performs: • Call Progress Analysis • Reports Results to Dialler via SIP Interface Dialling to SIP Trunks Call Centre Suite Sangoma NCA Session Border Controller SIP Trunk SIP SIP

  16. NetBorder CPA Engine: Unique Approach • We humans are very good at CPA, we know if a call is live, voice mail, busy, etc. We never really fail at this when we place a call • To replicate this on a computer, you build Neural Networks based on Statistical Models • In other words, you design a specialized CPA machine • Create a model, send calls though it, check results, train, repeat

  17. NetBorder CPA Engine: Unique Approach • We humans are very good at CPA, we know if a call is live, voice mail, busy, etc. We never really fail at this when we place a call • To replicate this on a computer, you build Neural Networks based on Statistical Models • In other words, you design a specialized CPA machine • Create a model, send calls though it, check results, train, repeat PATENT PENDING

  18. NetBorder CPA Engine: Modeling Process Product Outbound Campaign Annotation Benchmark Training Data Set RecordingandCDRs Annotated Files • Sangoma has a training dataset of 5000 live recordings to businesses, residences and mobile phones (including music ring back tones) • Excellent overall out-of-the-box performance • Does not require additional training or tuning, requires threshold and confidence measures parameter settings; Tm (AMD) and Th (Live) parameters

  19. Benchmarking NCA vs. Other Technologies Accuracy Avg. Response Time (Seconds) • AMD Threshold •  LiveThreshold NCA Threshold Configuration Values

  20. Sangoma NCA Threshold Settings and Confidence Measures (Illustrated)

  21. Benchmarking Summary • Accuracy data not inflated with easy to detect pre-connect conditions (such as busy) • Benchmarking concentrates on Answered Calls • NetBorder CPA is moreaccurate • Reduces Silent Calls (AMD False Positive) • NetBorder CPA is faster • More time for call centre software to route to an agent • Customers less likely to hang up on you • Works out-of-the-box— no tuning • Threshold configurations provide flexibility in deployments

  22. Sangoma NCA Thresholds and Ofcom:Maximize Live Answer Accuracy Avg. Response Time (Seconds) Accuracy • AMD Threshold •  LiveThreshold NCA Threshold Configuration (Th / Tm)

  23. Sangoma NCA Thresholds and Ofcom:Maximize Live Answer Accuracy UK Offcom Default Avg. Response Time (Seconds) Accuracy • AMD Threshold •  LiveThreshold NCA Threshold Configuration (Th / Tm)

  24. Sangoma NCA Thresholds and Ofcom:Maximize Live Answer Accuracy • NetBorder Call Analyzer CPA model can be configured to favour certain results • This is done via Threshold parameters settings • Th: influences live answer results • Tm: influences answering machine results • The higher the values, the longer the model takes to reach a result (and make less errors) • The lower the values, the more aggressive it is going to be (and make more errors) • Find the right balance of accuracy vs. response time for your operating constraints

  25. Other Features:Built-in Management and Reporting • Rolling Statistics (CPA-STATS.CSV file) • Time stamps, CPA results • Built-in Trunk Side Call Recorder • Recorded on WAV files • Filenames follow Call-id in CPA-STATS • Turn on or off as required • Combine both for periodical performance analysis

  26. Sangoma NCA and Ofcom Compliance • Accuracy • Minimize AMD False Positives • Minimize Silent Calls • Speed of Classification • Connect Agent within 2 seconds facilitated • Minimize Dropped Calls • Threshold Settings • Optimize performance for Ofcom regulations • No need for costly tuning consultation engagements • Statistical Data Reporting and Trunk Side Recording • Facilitates Periodical quality benchmarking

  27. For More Information Read the whitepaper here: http://www.sangoma.com/resources/whitepapers/cirquent.html

  28. Get in Touch! http://bettercrm.org/resources/collateral.shtml Twitter.com/Cirquent_cloud Ian.Taylor@Cirquent.co.uk Youtube.com/CirquentMarketing http://bettercrm.org http://cirquent.co.uk http://www.linkedin.com/company/cirquent-ntt-data-group

  29. Q&A and Thank YouJim Casey – CirquentFrederic Dickey – SangomaMatthew Chapman - Ofcom

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