Optimizing Connection Quality and Reducing Labor Friction with SmartAMD

The client

Operating in a modern telecom environment, a premier hospitality company’s high-volume sales floor was utilizing an automated dialer system to connect agents with live prospects while frequently navigating mobile infrastructure, such as automated digital call screening across iOS and Google devices.

The challenge

The organization’s standard answering machine detection (AMD) system was severely underperforming, bridging a massive influx of low-quality, non-productive connections directly to the floor. During a baseline period, the standard setup pushed 43,439 raw connections onto active agents, yet only 5.7% resulted in meaningful human contact (2,475 total contacts), resulting in a low sales-per-connection rate.

Beyond dismal conversion figures, the lack of effective filtering created severe labor friction. Agents were becoming burned out from wasting time on unresponsive lines and immediate Talk-5 Quick Disconnects – false positive calls that send agents to an answering machine and last less than five seconds. All of this unnecessary manual filtering of unproductive connections compromised the company’s efficiency and restricted overall profitability.

The solution

To overcome these operational hurdles, the company implemented TCN’s SmartAMD solution. Designed to act as an aggressive, intelligent filter before calls ever reached an agent’s headset, the SmartAMD engine completely transformed the quality of the client’s incoming traffic. The AI-driven solution accurately identified live human prospects, suppressed dead air and non-productive volume and provided management with clear visibility into automated mobile call-screening events – ensuring only high-value opportunities hit the floor.

The results

By eliminating bottlenecks and screening out non-viable calls, SmartAMD transformed agent productivity and dramatically boosted output across key performance metrics:

• Reduced Talk-5 Quick Disconnects by 76.7% – decreasing the baseline false-positive rate from 0.44% to 0.20%.
• Non-productive call volume dropped by nearly 50%, reducing bridged connections from 43,439 to 22,565 while also increasing total sales from 214 to 223 over the span of six days.
• Increased the client’s sales-per-connection rate by 101% with their connection efficiency doubling from 0.49% to 0.99%.
• Increased contact rate by 86%, with their contact rate per connected call jumping from 5.7% to 10.6%.

Transforming connection quality and protecting agent labor

The deployment of SmartAMD fundamentally altered how the sales floor operated by serving as an aggressive filter before calls reached agent headsets. Under the standard AMD system, agents were overwhelmed by non-viable connections – handling over 43,400 noisy calls just to land 214 sales. SmartAMD eliminated this friction by nearly halving the bridged volume to 22,565 selectively chosen connections. Despite receiving significantly fewer overall calls, agents generated 223 sales, proving that higher connection quality directly drives superior output.

Eliminating junk traffic and identifying mobile telecom filters

In addition to boosting top-line efficiency, SmartAMD provided critical operational protections to preserve active labor. The system dramatically reduced false-positive disconnects, cutting Talk-5 Quick Disconnects by 76.7% and keeping agents off unproductive, dead-air lines.

Furthermore, SmartAMD brought unprecedented visibility to mobile telecom filters by successfully detecting 2,608 digital call-screening events on iOS or Google. This revealed that 11.56% of all connected calls were hitting automated screens, providing management with exact data on telecom absorption rates. By shielding agents from these automated barriers and stripping out wasted touchpoints, SmartAMD created a leaner, highly-focused and significantly more profitable sales floor.

Why TCN’s AI

SmartAMD doesn’t just filter out bad calls; it turns raw dialing data into a roadmap for your business. By blending fast human connections with smart list scrubbing, TCN lets you protect your agents’ morale, cut wasted labor and extract real profit from every portfolio. But the benefits TCN’s AI-powered tools could bring to your business don’t end there.

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.