Improving ROI and Operational Efficiency Through TCN’s SmartAMD

The client

A valued TCN client operates a high-volume contact center that requires efficient outbound dialing, minimal agent downtime and strong compliance standards. To maintain this kind of efficiency, the company relies on advanced technology solutions that optimize agents’ time while protecting operational margins.

The challenge

The client’s contact center was experiencing notable operational drag and inefficiency under a standard answering machine detection (AMD) solution, which resulted in an average of 1,883 calls per day being bridged to agents. This forced representatives to manually filter out hundreds of robotic calls, dropped calls and complex voicemails, resulting in significant noise and agent fatigue.

Additionally, their standard AMD’s delayed bridging to analyze calls caused impatient customers to hang up before even reaching an agent. These unproductive connections contributed to an average of 50.4 hours of on-call time per day, resulting in substantial payroll waste. Plus, the system was slow to handle digital call screeners and services like Apple or Google Assistant, which tied up predictive dialer lines rather than routing them to more effective channels.

The solution

The client deployed TCN’s artificial intelligence (AI)-powered SmartAMD solution to act as a real-time, automated filter for outbound dialing. SmartAMD’s detection processes ran instantly in the background, dropping robotic calls, carrier screenings and complex voicemails before they reached agents. Plus, the system instantly bridged live calls, ensuring customers were connected to an agent before they hung up.

Additionally, running the AI engine continuously provided high-value intelligence for a broader collection strategy. By automatically identifying digital call screening services, a screener confirmed a live, active mobile device attached to a digitally engaged consumer. These specific records were then routed directly into texting or email compliance channels, yielding a substantially higher return on investment (ROI) than repeatedly forcing them through a predictive dialer.

The results

The deployment of TCN’s SmartAMD generated an immediate performance boost across the company’s financial health, agent productivity and telecom standing:

• By more efficiently fielding calls, SmartAMD delivered $54 in daily net savings to the company.
• Even though total calls routed to agents dropped by 25%, right-party contacts (RPCs) climbed from 61.7 to 68.2, resulting in an additional 6.4 high-quality conversations (+10.4%) per day.
• Carrier network drops that reached representatives were reduced from 13 per day to 5 per day under the SmartAMD framework.

A self-funding solution

SmartAMD handled an average of 13,253 automated detections each day, which incurred a daily software surcharge of $66.27 (at $0.005 per detection). However, by shielding the agents from these calls, total daily on-call time was trimmed from 50.4 hours down to 45.6 hours, reclaiming 4.8 hours of labor per day. Valued at a loaded rate of $25/hr (around $120/day in savings), the solution delivered net daily savings of approximately $54. Because these payroll reductions completely offset the processing fees, the marginal break-even cost per extra RPC was exactly $0, ensuring that every dollar collected from these new conversations went directly to net profit.

Compliance and carrier trust protection

By automatically capturing and filtering carrier intercepts and network drops in the background, SmartAMD stopped representatives from constantly disconnecting from machines manually, thereby safeguarding the company’s telecom reputation and carrier trust metrics.

Why TCN’s AI

TCN’s completely customizable AI was the right choice for the client and yielded incredible results. Implementing AI into your contact center is simple, especially when everything is done at your pace with minimal IT involvement – the heavy lifting is already done! Plus, TCN clients can add AI to their toolbets today without increasing their tech debt because TCN’s AI lives right within the Operator platform – simplifying your vendor stack and approval process. 

See what results TCN’s AI contact center solutions could produce in your contact center and learn more about its incredible capabilities.