Ensuring Every Call is Answered

Whether dealing with customer support or inbound sales, it’s important to make sure every call is answered without subjecting callers to lengthy hold times, avoiding abandoned calls.

But what good is having the most flexible call routing technology in the industry if you’re routing to someone that never answers the phone?

Timeout

timeout
Setting a ‘Timeout’ value by creating or editing a Buyer.

Retreaver allows you to detect ringing after you dial your destination. The “Timeout” feature allows you to set a maximum number of seconds to wait for the call to be answered before moving on to the next destination. If you have many different destination numbers that can take a call, we suggest setting this value very low, so you don’t waste much time waiting for any one destination to answer.

In cases where each caller is only routed to one destination (like if you’re selling “exclusive leads”), it’s advisable that you set the timeout value to be 60 seconds or higher since each call is only routed to one destination, giving your buyer plenty of time to answer the call.

In-band Signal Monitoring

Some providers, like Five9, are unable to leave calls in a pre-answer state (their trunk hold time is always 0), and immediately accept and play a standard ringback tone while attempting to connect a call.

Callers can’t distinguish between this “in-band” ringing and normal ringing, and neither can most call tracking providers. But the caller is still at a high risk of abandoning the call because they aren’t being helped!

Retreaver offers in-band signal monitoring to actively listen to calls that have been dialed out. When we detect that the call has been answered but is still ringing, we continue to use the timeout value on your destination to take back the call and find the caller a real person to talk to.

Press 1 to Accept

To further ensure calls are answered by a human, you can add a “Press 1 To Accept” prompt to your campaign. This is a prompt that only the dialed party hears when they answer the call, and they will have to the 1 button on their keypad before the caller is connected. Like a whisper prompt, you can use it to pass information about the caller to the call recipient using text-to-speech and dynamic tag replacement.

Simuldial

Another powerful way Retreaver allows you to quickly route and connect calls is through our simuldialing feature. When creating a Buyer group, you can configure the destinations in the group to be simuldialed. This will dial all the numbers at once, awarding the call to the first person to pick up.

You can use this feature in tandem with our “Press 1 to Accept” and “Press 1 Too Slow” prompts on the Campaign in order to award the call to the first agent that presses 1.

Note: In-band signal monitoring is not currently available for destinations that have been simuldialed.

Angela Dougherty

Client Success Officer