Identifying If a Caller is on a Cell PhoneIdentifying If a Caller is on a Cell Phone
If someone calls into a call center on a cell phone, should the call be handled differently?
February 18, 2009
If someone calls into a call center on a cell phone, should the call be handled differently?
If someone calls into a call center on a cell phone, should the call be handled differently?To identify if a caller is on a cell phone use the ANI ii information from the Q.931 messages on the PRI 800 trunk coming into the call center. With this information, then a call center can compare the abandons, AHT, FCR, IVR accuracy and self serve rates, and other metrics to determine if cell phone callers need to be handled differently.
Depending on the type of call and business objectives, a business may or may not want to treat a cell phone caller differently. The first step is to identify and measure, and then make a business decision.
One word of caution is, if using SIP Trunking, there is not an industry-adopted standard on how to pass ANI ii and other information about a call.If someone calls into a call center on a cell phone, should the call be handled differently?
