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  • Writer's pictureJason Shatzkamer

The Multi-Faceted Problem Of Contact Rates, Episode 11 - Wolves in Sheep's Clothing...

Let's talk about the "Busy Signal" for a minute, shall we...


Back in the day, when you'd call a phone number, if the person was already on the line, you'd get a busy signal...


Soon, the powers that be invented "Call Waiting", and NOW, you'd only get a busy signal when someone was on BOTH lines at once - a far less frequent occurrence...


Nowadays, the busy signal is all but gone, a remnant of technology past...I mean, when is the last time YOU remember making a phone call, and encountering a busy signal...


So, then, if that's the case, why do your outbound campaigns show so many busy signals??


Well, I'll tell you why...(see below)


The reason you're seeing so many busy signals is because - drumroll - THEY ARE NOT BUSY SIGNALS... ;-)


IMO, a busy signal is an indicator of some type of blocking - whether it be carrier blocking, spam blocking, third party app blocking, and in some cases, customer device blocking...


And because outbound callers don't understand this, they make the tragic mistake of configuring their systems to retry, and retry, and retry the number, hoping to catch the customer when they free up...BUT, because the busy signal is not what it seems to be, this just results in your system hammering the same problematic phone number and outcome, over and over and over again...absolutely, positively, no bueno... :-(


AND, busy isn't the only outcome in this category either...


Many standard dialer dispositions (and especially COMBINATIONS of dispositions) are, today, wolves in sheep's clothing...interpret them wrong, or decline to notice, and you can be rest assured problems will follow... <3


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