Creating a Robust, Collections Call Center in Chicago, IL
Have you grown tired of your collections teams complaining about their collections quotas suffering due to poor Voice quality on the phone calls? Are you spending days waiting for your underlying voice carrier (ULC) to respond to your support tickets? Losing sleep over finding a reliable voice provider for your new contact center going live soon?
Pat N. : Director – Collections at a Chicago, IL based debt collection company was suffering from all of the above. Pat didn’t know where the bottlenecks in his Voice infrastructure were. Tired of hypothesis on his own, Pat reached out to IDT’s Voice experts.
Unfortunately, Pat is not the only executive losing money every minute due to Voice quality issues plaguing the unified communications systems.
Using IDT’s BYOC program specially designed for debt collection agencies with a platform-agnostic approach, Pat is now in a state of nirvana. Pat now has embedded IDT in the asterisk open-source platform by leveraging IDT’s BYOC capabilities.
“I couldn’t believe the length to which IDT’s team of SIP engineers helped me identify the root cause, and installed a proof of concept for us within the same day. From the moment we started routing calls to IDT, our collection rates started going up” was Pat’s response to our first meeting.
How Pat’s company integrated with IDT’s BYOC debt collection Voice platform:
Pat’s voice calling platform included an Asterisk open source gateway connected to Twilio via a SIP trunk. Outbound calls would route from the 350 remote agents to the PSTN via the IDT BYOC integration with Twilio. Inbound calls to the IDT provided DIDs would route to the Agent call queues via IDT BYOC integration as well. The BYOC solution gave Pat centralized manageability of their call routing + immediate cost saving on their call termination compared to using Twilio as the primary PSTN provider.
“With IDT our first call collection rates have jumped by a phenomenal 35%, overall collection rates are at an all-time high, call durations are up by a good 1.5 minutes, and agent retention rate by 15%” says Pat smilingly.
“Simply put, that’s what IDT specializes in: local & global Voice termination, at high quality & low price and simplicity in integration”, Sid Bhutani VP – CPaaS Solutions
What is STIR/SHAKEN?
Under the authority of the Federal Communications Commission (FCC), the STIR/SHAKEN framework has been adopted to impose call authentication technology on Voice over Internet Protocol (VoIP) calls and business communications in North America. For its legal basis and with effect from June 30th, 2021, the TRACED Act requires voice service providers to implement the STIR/SHAKEN authentication framework on all IP networks. All telecommunications industry stakeholders in the IP space have been obliged to block unsigned calls as from September 2021.
In essence, the STIR/SHAKEN legislation is intended as protection for consumers, by making it significantly more difficult for bad actors to employ call spoofing (making it appear that a call originating from one source actually comes from another) as a tactic to commit fraud.
More broadly, the FCC STIR/SHAKEN mandate creates the USA standards that enable Communications Platform as a Service (CPaaS), Unified Communications as a Service (UCaaS), and Call/Contact Center as a Service (CCaaS) providers and end-users to verify that a call is really from the number shown on the Caller ID.
How IDT Gives a Boost to Your Voice Infrastructure
- IDT has direct interconnections with over 900 different termination providers around the world. We terminate over 33 billion minutes annually to over 170 countries. By routing your calls via IDT, we offer best available (in-country) termination routes. In-country carriers will deliver best call QoS, and support features including Caller-ID / DTMF etc. We also offer carrier redundancy when building our termination routes.
- IDT has Data Centers in six countries (US, UK, Hong Kong, Brazil, Argentina, and Peru. The Data Centers are classified as Tier 3 facilities with fully redundant network, call-processing servers and dual power. We have direct internet peering with multiple providers at each location.
- IDT offers virtual DIDs in over 50 countries and 300 cities.
More about IDT
IDT Corporation (IDT • NYSE) operates in the communications and payment industries in the United States and internationally. The company operates through two segments, Telecom & Payment Services, and net2phone. The Telecom & Payment Services segment offers national retail solutions, such as point of sale network; mobile top-up; and carrier services, as well as an international money remittance service and international long-distance calling service under the BOSS Revolution brand name. The net2phone segment provides Unified Communications as a Service, a cloud communications service for businesses; and cable telephony services under the net2phone brand name.
Connect with our voice experts to learn more on how we can assist you in building an absolutely robust call center.