Resources For You

  1. 5 Essential Marketing Strategies for VoIP Businesses

    5 Essential Marketing Strategies for VoIP Businesses

  2. 5 Technologies Set to Revolutionise Webphones

    5 Technologies Set to Revolutionise Webphones

  3. 5 Unique Types of VoIP Gateways Explained!

    5 Unique Types of VoIP Gateways Explained!

  4. 5 Ways a Cloud PBX System Benefits Remote Work

    5 Ways a Cloud PBX System Benefits Remote Work

  5. 5 Ways SBCs Facilitate Unified Communications as a Service

    5 Ways SBCs Facilitate Unified Communications as a Service

  6. 5 Ways to Optimise ASR To Grow Profitability

    5 Ways to Optimise ASR To Grow Profitability

  7. 7 Additional Important Components of a VoIP Carrier Network Explained

    7 Additional Important Components of a VoIP Carrier Network Explained

  8. 7 Important Factors to Consider When Implementing LCR

    7 Important Factors to Consider When Implementing LCR

  9. 7 Ways to Optimize AHT

    7 Ways to Optimize AHT

  10. 9 Key Functions of an SBC Explained

    9 Key Functions of an SBC Explained

  11. 10 Factors to Consider While Choosing a Webphone

    10 Factors to Consider While Choosing a Webphone

  12. 10 Important Components of a VoIP Carrier Network Explained

    10 Important Components of a VoIP Carrier Network Explained

  13. 10-Point Security Checklist for VoIP Carriers

    10-Point Security Checklist for VoIP Carriers

  14. 10 Tips For Effective Implementation of LCR

    10 Tips For Effective Implementation of LCR

  15. 10 Webphone Features that Benefit Your Business

    10 Webphone Features that Benefit Your Business

  16. An Out of the Box Telecoms Network

    An Out of the Box Telecoms Network

  17. Are Call Centers Still Relevant in 2023?

    Are Call Centers Still Relevant in 2023?

  18. Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

    Automated Dialler vs Manual Dialler - Knowing the 7 Key Differences

  19. Call Center vs Contact Center - Understanding the Differences

    Call Center vs Contact Center - Understanding the Differences

  20. Choosing SIP over TCP,TLS and UDP in 2022

    Choosing SIP over TCP,TLS and UDP in 2022

  21. Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

    Class 4 Softswitch vs Class 5 Softswitch - Understanding the Difference

  22. Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

    Combatting Covid-19 with Carrier-Grade Communications Solutions to Help Users Work Remotely

  23. Comprehensive Cloud Softswitch Documentation

    Comprehensive Cloud Softswitch Documentation

  24. ConnexCS expands AnyEdge SIP Load Balancer to India

    ConnexCS expands AnyEdge SIP Load Balancer to India

  25. ConnexCS for Africa

    ConnexCS for Africa

  26. ConnexCS WebPhone SDK Connector

    ConnexCS WebPhone SDK Connector

  27. Discover the Different Types of NAT: An Essential Guide for Network Administrators

    Discover the Different Types of NAT: An Essential Guide for Network Administrators

  28. Discussing the Future and Top 9 Benefits of WebRTC

    Discussing the Future and Top 9 Benefits of WebRTC

  29. DNO And DNC Lists - Everything Carriers Should Know

    DNO And DNC Lists - Everything Carriers Should Know

  30. Email and SMS Alerts

    Email and SMS Alerts

  31. Employers' Guide to Winning at Remote Work

    Employers' Guide to Winning at Remote Work

  32. Exploring the Top 10 Types of Web Phones in 2023!

    Exploring the Top 10 Types of Web Phones in 2023!

  33. False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

    False Answer Supervision Detection - The Ultimate Tool for Preventing VoIP Fraud

  34. Far-End NAT Traversal - An In-Depth Guide

    Far-End NAT Traversal - An In-Depth Guide

  35. Feature Releases for June 2024

    Feature Releases for June 2024

  36. From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

    From Cost Savings to Mobility - 15 Benefits of Web Phones for Businesses

  37. Get Your FCC Registration Number in 5 Easy Steps!

    Get Your FCC Registration Number in 5 Easy Steps!

  38. How to Build Your API on ConnexCS

    How to Build Your API on ConnexCS

  39. How to Build Your Own Dialer (BYOD) – Part 1

    How to Build Your Own Dialer (BYOD) – Part 1

  40. How to Establish a VoIP Interconnect in 10 Easy Steps

    How to Establish a VoIP Interconnect in 10 Easy Steps

  41. How to Get Operating Company Number (OCN) in 4 Easy Steps

    How to Get Operating Company Number (OCN) in 4 Easy Steps

  42. How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

    How to Identify Robocall Scam Traffic - A Comprehensive Guide for Telecom and VoIP Operators

  43. How to Improve CX? Ensure your Call Center Agents are Happy!

    How to Improve CX? Ensure your Call Center Agents are Happy!

  44. How to Prepare for a VoIP Network Security Audit

    How to Prepare for a VoIP Network Security Audit

  45. How to Properly Prepare for Setting up a VoIP Interconnect

    How to Properly Prepare for Setting up a VoIP Interconnect

  46. How to Register for the Robocall Mitigation Database: A step-by-step guide!

    How to Register for the Robocall Mitigation Database: A step-by-step guide!

  47. How to Successfully Implement LCR is 5 Easy Steps

    How to Successfully Implement LCR is 5 Easy Steps

  48. How Using Web Phones Can Benefit These 10 Industries?

    How Using Web Phones Can Benefit These 10 Industries?

  49. Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

    Importance of Balancing Cost Minimization and Reliable Call Quality when implementing LCR

  50. Introducing ConnexCS WebPhone

    Introducing ConnexCS WebPhone

  51. Introducing ConneXML - The Best TwiML Alternative

    Introducing ConneXML - The Best TwiML Alternative

  52. Introducing Smart CLI Select - An Effective Way to Improve your ASR

    Introducing Smart CLI Select - An Effective Way to Improve your ASR

  53. LTE vs VoLTE: Diving Into The Differences

    LTE vs VoLTE: Diving Into The Differences

  54. Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

    Operating Company Numbers (OCN) - Understanding Function, Importance and Relevance

  55. Populating Our Support Area With Cloud Softswitch Video Guides

    Populating Our Support Area With Cloud Softswitch Video Guides

  56. Predictive Dialler vs Progressive Dialler - Understanding the Differences

    Predictive Dialler vs Progressive Dialler - Understanding the Differences

  57. Preview Dialler vs Power Dialler - Understanding Top 5 Differences

    Preview Dialler vs Power Dialler - Understanding Top 5 Differences

  58. Rate Card Profit Assurance

    Rate Card Profit Assurance

  59. Redundant Redundancies (Backups of backups)

    Redundant Redundancies (Backups of backups)

  60. Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

    Revolutionise Your Outbound Calls - 8 Types of VoIP Diallers Explained

  61. Scalability – Grow at Speeds That Suit You

    Scalability – Grow at Speeds That Suit You

  62. ScriptForge – Javascript Routing

    ScriptForge – Javascript Routing

  63. Simplifiying our Softswitch Pricing

    Simplifiying our Softswitch Pricing

  64. SIP 101 - The Best Guide of 2022

    SIP 101 - The Best Guide of 2022

  65. The 3CX Supply Chain Attack - Understanding Everything That Happened

    The 3CX Supply Chain Attack - Understanding Everything That Happened

  66. The 5 Best Strategies for Mitigating Robocall Scams

    The 5 Best Strategies for Mitigating Robocall Scams

  67. The Anatomy of Robocall Scams

    The Anatomy of Robocall Scams

  68. The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

    The Art of Cost Optimization - Least Cost Routing and Its 7 Benefits

  69. The Best Multi-POP Cloudswitch

    The Best Multi-POP Cloudswitch

  70. The Essential Guide to Business Continuity Plans for VoIP Carriers

    The Essential Guide to Business Continuity Plans for VoIP Carriers

  71. The Essential Guide to Implementing STIR/SHAKEN

    The Essential Guide to Implementing STIR/SHAKEN

  72. The Ultimate Guide to STIR/SHAKEN

    The Ultimate Guide to STIR/SHAKEN

  73. Timeout Protections (SIP Ping, SST)

    Timeout Protections (SIP Ping, SST)

  74. TLS and 2FA Security on the ConnexCS Platform

    TLS and 2FA Security on the ConnexCS Platform

  75. Top 5 Alternative Marketing Strategies for VoIP Businesses

    Top 5 Alternative Marketing Strategies for VoIP Businesses

  76. Top 5 Call Center Challenges and How To Overcome Them

    Top 5 Call Center Challenges and How To Overcome Them

  77. Top 5 Important Types of VoIP Gateways Explained

    Top 5 Important Types of VoIP Gateways Explained

  78. Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

    Top 7 Strategies For Ensuring Call Quality While Minimizing Costs with LCR

  79. Top 9 Indicators that Help You Identify a Bad Carrier

    Top 9 Indicators that Help You Identify a Bad Carrier

  80. Top 10 Points of Differences Between a Traditional and VoIP Carrier

    Top 10 Points of Differences Between a Traditional and VoIP Carrier

  81. Top 10 Types of Robocall Scams Explained!

    Top 10 Types of Robocall Scams Explained!

  82. Top 10 VoIP Vulnerabilities You Must Know About

    Top 10 VoIP Vulnerabilities You Must Know About

  83. Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

    Understanding Global RTP Servers (Lowest Latency Possible, High Availability)

  84. Understanding Network Address Translation (NAT) - A Beginner's Guide

    Understanding Network Address Translation (NAT) - A Beginner's Guide

  85. Understanding the 9 Key Objectives of a VoIP Network Security Audit

    Understanding the 9 Key Objectives of a VoIP Network Security Audit

  86. Understanding the Complete Scope of a VoIP Network Security Audit

    Understanding the Complete Scope of a VoIP Network Security Audit

  87. Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

    Understanding the Crucial Role of Session Border Controllers in Carrier-Grade VoIP Networks

  88. Understanding VoIP Anycast Load Balancing

    Understanding VoIP Anycast Load Balancing

  89. Understanding What a PBX System is and How it Benefits Your Business

    Understanding What a PBX System is and How it Benefits Your Business

  90. VoIP Carrier Network Components - Understanding Session Border Controllers

    VoIP Carrier Network Components - Understanding Session Border Controllers

  91. VoIP Carrier Network Security - How to Conduct Security Audit?

    VoIP Carrier Network Security - How to Conduct Security Audit?

  92. VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

    VoIP Carrier's Ultimate Guide to Cleaning Up Their Traffic

  93. VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

    VoIP Interconnects - Learning How VoIP Carrier Connect and Exchange Traffic

  94. VoLTE - An Evolution in Voice Communication

    VoLTE - An Evolution in Voice Communication

  95. WebPones Explained: Understanding Web-Based Telephonic Communication

    WebPones Explained: Understanding Web-Based Telephonic Communication

  96. WebRTC 101 - The Best Guide for Beginners

    WebRTC 101 - The Best Guide for Beginners

  97. What Are SIP Traces - A Beginners Guide

    What Are SIP Traces - A Beginners Guide

  98. What Are The Top 10 Essential Call Center KPIs?

    What Are The Top 10 Essential Call Center KPIs?

  99. What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

    What Are VoIP Gateways and How Do They Work? A Comprehensive Guide

  100. What is a Contact Center and Why Does Your Business Need One?

    What is a Contact Center and Why Does Your Business Need One?

  101. What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

    What is Robocall Mitigation Database? A Guide for Carriers and VoIP Operators

5 Ways to Optimise ASR To Grow Profitability

The space of Telecom carriers and VoIP operators is significantly smaller in the larger landscape of the business world. The telecom industry in itself is quite large in terms of revenue, valuation, impact and importance.

A peculiar characteristic of this industry is that it lacks in terms of the number of participants compared to other industries. This lack of competition equates to high complacency and running businesses based on legacy business principles.

For example, ask any VoIP operator or carrier about which is the best way to improve your bottom line and grow profits. The most common answer to this would be, “to gain more customers”.

While it works, this isn't the only option available to decision-makers. One can grow profits via efficiency gains and performance improvements too.

In this blog, we’ll take a look at what ASR is, why it is important and how you can grow profits by optimising your ASR.

What is Answer Seizure Ratio (ASR)?

The Answer Seizure Ratio (ASR) is the percentage of answered/connected calls compared to the number of total attempted calls. ASR is used as a performance indicator by carriers and VoIP operators alike.

For example, a VoIP operator attempts 300 calls and out of those, 125 connect successfully and are answered. In this scenario, the ASR will be calculated as below:

ASR = (number of answered calls / total call attempts) X 100 = (125 / 300) X 100 = (0.4166) X 100 ASR = 41.66%

An ASR of 80% and above is considered to be a healthy one in the industry. While this is a well-known fact, most carriers and operators do not have a strategy in place to ensure the ASR remains above this level.

Now that you know what ASR is, we can move forward and understand why it is so important for carriers and VoIP operators.

Why is ASR Important for Carriers and VoIP Operators?

There are two primary ways in which any business can grow and maximise its profits. The first way is to grow revenue by driving more sales. The second way is to reduce costs incurred in terms of production and business operations.

Carriers and VoIP operators at present, only focus on the first approach for growing profits. The second approach, though underutilised, can yield similar if not better results compared to the first approach.

So how does ASR fit into all of this? Glad you asked!

Let’s reconsider what ASR is. It's a performance metric that measures the proportion of answered/connected calls to the total number of calls attempted.

A carrier or VoIP operator generates revenue and thus profits, through calls that are answered. This means no revenue and thus profits are generated through the call attempts that are made.

Setting up a call is a function that bears costs. Thus, the VoIP operator or carrier bears the complete cost of every call attempted.

This is where ASR comes into the picture. Actively monitoring and optimising ASR would result in fewer failed attempts and thus a reduction in operational costs.

Wondering how one can optimise ASR? I’ll show X effective ways you can optimise ASR. Before we get to that point, let's learn why a low ASR is bad for your operations.

How Is Low ASR Harmful To Your VoIP Operations?

Now that you know that setting up a call involves a fixed cost, you know one way in which a low ASR is harmful to your business.

Let’s find out other ways in which a low ASR can be harmful to your VoIP Business.

Opportunity Cost

Opportunity Cost

Setting up and breaking down a call does not only involve cost but also takes up precious time. All the time spent setting up and breaking down a failed call is time not spent handling successful calls and generating revenue.

Thus, a low ASR coupled with high call volumes can translate into significant cost overheads for your VoIP business. These unnecessary costs can easily erode your profits. This will also inhibit your ability to compete with others in the market.

Getting Flagged As Spam/Scam Caller By Caller ID Apps/Websites

Flagged as Scammer

A large number of attempts and only a small proportion of answered calls makes you stand out for all the wrong reasons. Caller ID Apps and websites are quick to notice this and will proceed to flag you as a spam/scam caller.

This in turn will result in your ASR getting further low as people will not answer your calls when the calls are labelled as spam/scams. This will add to your operational costs and negatively impact your profits.

Disciplinary Actions By Regulators

Fines from Regulatory Authorities

Telecom regulatory authorities such as FCC, Ofcom, TRAI, etc. are always on the lookout for irregular calling patterns.

A low ASR is a characteristic identifier of scam/spam callers. Thus, having a low ASR will put you on the radar of these regulatory authorities. While your traffic and operation may be genuine, you will still be subjected to investigations.

These investigations are disruptive to your operations. Plus, these authorities might even impose a fine on you for having a low ASR.

I hope, with that, you understand how important it is to monitor and optimise your ASR. Now, we can finally get to the part where I show you how to optimise ASR.

How to Optimise Your ASR To Grow Profits?

Most Carriers and VoIP operators may think that whether a person answers a call or not isn't something in their control. While this is correct to some extent, there are ways to maximise the chances of calls being answered.

Update and Clean Your Calling Lists Regularly

Update Calling Lists

Similar to a mailing list, a calling list needs to be updated and cleaned regularly. A lot of phone numbers become invalid or go out of service for various reasons.

Having such numbers removed from your calling list will ensure you’re no longer calling numbers that no longer connect.

Some customers opt out of receiving calls or sign up for Do-Not-Call / Do-Not-Disturb List. Updating your calling list at regular intervals will ensure such numbers are removed from your list.

If one continues to call such numbers, not only will it negatively affect your ASR but will also attract fines from regulatory authorities.

Experiment With Your Timing

Experiment with Timing

A lot of customers do not answer your call because they’re already occupied with some important work. This should clearly reflect in your SIP reply records. If your SIP response records show a significant proportion of 486 replies, this will help you a lot.

You can avoid such call failures by limiting the number of calls attempted during known peak business meeting hours, commute hours, etc.

You can further improve upon this by monitoring your ASR on an hourly basis. Adjusting the flow of calls based on the ASR patterns will help you maximise your ASR.

Analyse Your SIP Reply Records

Example of SIP Reply Record

Another valuable source of information that is often overlooked is the SIP reply records. Multiple factors result in a low ASR. Thankfully, all the possible causes can be identified through your SIP reply records.

Consider the above data representation as an example. We will consider the top three call failure-related SIP replies and try to ascertain the cause and work around a solution.

480 - Callee is Temporarily Unavailable

Chances are the person you’re calling is in the elevator, commuting through an area with no network coverage, has put his phone on flight mode or any other such possibilities.

486 - Callee is Busy

And

487 - Request has been terminated by BYE or CANCEL

As mentioned in the earlier example, chances are the callee may be occupied with some important work and wasn't able to answer your call or rejected the call.

Solution - You can experiment with the timing of your calls and see if it minimises the number of call attempts that return with the following SIP replies.

Educate Your Customers About Best VoIP/Dialing Practices

Educate your Customer

This is particularly applicable and useful for Carriers and UCaaS providers. As it’s your customers who generate the traffic, you have no direct control over it. Carrying bad/short ACD traffic isn't healthy for your bottom line.

Thus, there is a need for educating your customers about the best VoIP and dialling practices. This in turn will also benefit them as providing better service results in better profits.

Moreover, when the majority of your call attempts connect, you spend more time on calls than wasting time while waiting for calls to connect.

These gains in efficiency directly translate into cost savings for your customers and indirectly into improved profits for you.

So write articles, send infographics via email or opt for any other way in which you can train and help them improve.

Turn on ASR+ With ConnexCS

ASR+

With ConnexCS, improving profitability is only a matter of switching on ASR+. A ConnexCS proprietary feature, ASR+ block all dialling attempts to known bad numbers.

What are these bad numbers exactly? Bad numbers are essentially the numbers that do not exist, are invalid, are no longer in operation or are unreachable.

By blocking any dialling attempts to such numbers, you can significantly improve your ASR and thus your profitability. ASR+ is an intelligent feature that analyses your traffic to determine which numbers are bad and are to be blocked.

This means the list of bad numbers is specific to your traffic and is updated regularly to ensure optimal ASR is attained and maintained.

Wrapping Up

ASR is an important performance metric for Carriers and VoIP operators. It's not only a good indicator of your operational performance but also ties directly into your profits.

Despite this, not many pay much attention to this metric and actively try to optimise it. This needs to change and we hope this article clearly highlighted the need for it.

You can follow the four effective ways to optimise your ASR or hop onto ConnexCS and switch on ASR+.

Turn on ASR+ for better profits!