Demystifying the Carrier World for Call Centers: How SIP Trunks & Carriers Boost Outbound Contact Rates

Convoso's Senior Product Manager for Telecommunications, Ashwin Venkatesh, demystifies the carrier ecosystem, covering:

• The crucial role of SIP trunks in scaling voice and SMS traffic.

• Why do call carriers prefer long-duration calls over short-duration calls (and how that impacts spam flagging).

• How compliance regulations like TCPA and the FCC shape your outbound dialing strategy.

• The top 5 smart, compliant outreach strategies to boost your outbound KPIs (Contact Rates, Conversion Rates, and lowering Cost Per Acquisition).

• How the Convoso Difference helps you achieve a faster speed to lead.

Takeaways: Mastering Call Carriers

The problem and the power

• The telecom carrier ecosystem, while complex, has a profound influence on your outbound contact center strategy and overall lead contact rates.

• Carriers play a variety of roles beyond just call origination and termination.

• Carriers are gatekeepers who perform constant fraud tracking, spam flagging, and call blocking.

The technology solution (SIP)

• The core technology infrastructure that powers this ecosystem is SIP (Session Initiation Protocol).

• SIP Trunks are virtual Internet lines that scale dynamically to accept voice and SMS, providing increased security and reliability.

• SIP Trunks improve agent productivity by ensuring agents are not left waiting for available phone lines, leading to a faster speed-to-lead and enabling lead contacts.

Strategies for compliant outreach

• Compliant outreach is key to improving your outbound KPIs and is mandated by regulations like TCPA and the FCC.

• Prioritize Lead List Management: Regularly removing disconnected numbers, DNC (Do Not Call) numbers, and leads who have revoked consent is critical to avoid compliance issues.

• Build Caller ID Trust: Rotate your DIDs (Direct Inward Dialing numbers) frequently to avoid number overuse and spam flagging.

• Optimize Dialing: Honor time of day and number of dial attempts, as statewide regulations differ. Enabling workflows to dial at irregular intervals is key to managing this strategy.

• Leverage Call Analytics: Use real-time and historical call insights to monitor agent productivity, lead list performance, and DIDs, and observe increases or drops in contact rates for necessary action.