Outbound Call Center Featured Article

Telcentris to Offer Short Call Duration Outbound Call Service

Cloud communications company Telcentris (News - Alert) Inc., creator of VoxOx and VoxOx In Business, has announced the commercial availability of its short duration call service, geared towards outbound call centers, resellers and agents that cater to call center traffic. The short call service, which is being offered through the company's wholesale division, is a competitive offering in a “starving market that lacks solutions for businesses conducting high volume short duration calls,” says the company. Infrastructure improvements and new carrier contracts have enabled the company to officially launch the service.

Short-duration call centers are needed, says the company, to make outbound calling easier and more profitable. Typically, calls under 30 seconds are low margin and, when factoring in various licensing fee costs, are considered unprofitable by most carriers, says Telcentris. In many industries, these types of calls are balanced with longer duration calls that have high margins, but for outbound call centers, they are the norm with the majority of calls ending in voice mail, disconnected phone numbers or hang-ups.

“On average, outbound call center traffic tends to be between six and 30 seconds with many calls not answered at all, which makes it necessary to seek a specialized carrier to take on the high volume of short duration traffic,” said Tad Nikolich (News - Alert), VP of business sales at Telcentris, in a press release.  “Our platform, which was built to give away our consumer service VoxOx (News - Alert) for free to millions of users, was specifically designed to handle very high call volumes at very low infrastructure cost. This has enabled us to create a short call service as part of our wholesale offerings.”

Telcentris said the new service is possible thanks to recent equipment and network enhancements, along with carrier negotiations that have resulted in new contracts and pricing. Customers that have their own switches can purchase VoxOx In Business SIP Trunks with the desired number of concurrent calls and simply sign a wholesale agreement to get started. There are two options: a flat rate per minute and an NPA (News - Alert)/NXX option, which offers different rates for every rate center to terminate calls. The second option caters primarily to resellers interested in offering this service to their call center clients.

Edited by Rich Steeves