Clear call flow without magic and SMS

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    Companies invest in attracting calls from potential customers, while other companies want to make money on it. And not always honestly. For example, creating a large stream of calls that will never lead to a deal. Our Virtual PBX is struggling with unscrupulous call providers.

    Not all calls are equally useful.


    Unwanted calls to the company clog the channel and take the time and effort of employees. We distinguish four types of such harmful treatment:


    1. Phone hooliganism
    2. Fraud
    3. Spamming
    4. Fraud

    The first type is the least dangerous for the company. Firstly, it is not widely used, and secondly, with the help of the Virtual PBX, it is simply suppressed. Typically, hooligans select a victim and order calls to her number through callback services. It is enough to blacklist the IP address of such a joker and the problem is resolved.


    The second type, fraud, can do much more harm. By breaking the company's SIP lines, violators can significantly deplete the balance of calls to premium numbers, often international.


    In the vast majority of cases, this is due to the carelessness of SIP-telephony subscribers themselves. Almost any cloud PBX on the market (and ours, of course, is no exception) has the ability to prohibit calls to long-distance, international and premium destinations. Therefore, we will move on to the categories of calls, which are much more difficult to deal with.


    Voice call blocking (and not only)


    Voice spam is much more difficult to handle. Sometimes it is associated with fraud (they try to force a call back to a premium number with a provocative message), but this phenomenon, fortunately, is not widespread.


    And yet there is a way to fight. If auto-dialing is performed using the complex auto-dialing system + call-center operator, when some company makes cold calls and offers its products, then not all our customers equate such activity with spam. Some even find for themselves something useful in such commercial offers and make purchases.


    If auto-dialing is performed by a robot, then its consequences are difficult to cope with: calls clog up channels, seriously distract employees from work, and distort call tracking.


    Cleaning incoming calls from spam robots is an interesting task that big data helps us solve. The system simply marks calls that it considers to be spam.


    What is characteristic of the robot? He makes many calls at the same time, can iterate over numbers when calling, and the numbers he calls from are sent to the blacklist. He dictates the same message, and even if it is personalized (depending on who the robot is talking to), then in the same voice.


    Vote! Here is what, among other things, allows you to almost uniquely identify the robot. In addition, he does not listen to the other side and interrupts it (have you ever heard the conversation of a spam robot and IVR? - this is very funny).


    After checking the call for spam, you can do anything with it. For example, create a special rule according to which all calls with such a label should be sent to the secretary, and not to the sales department managers. Or even reject applications that satisfy the conditions:


    • subscriber number in the list of numbers generating a suspiciously large number of calls;
    • the subscriber number in the list of numbers generating many simultaneous calls (the larger the network, the better visible such citizens);
    • the subscriber’s number is on the operator’s network, which generates a disproportionate number of calls to our side;
    • the first few (10-15) seconds of the connection record are the same (the robot reads the message);
    • and - a cherry on the cake - the voice is recognized when compared with the voices of robots from the updated database.

    Behavior Lock


    Fraud is a real headache for customers (and ours too) who are willing to pay dearly for attracting a targeted call. First of all, these are real estate and car dealers.


    Froder is a person who is ready to portray the target client for ~ 50 rubles. Such ads regularly appear on sites where they offer "high earnings on the Internet without investments."


    The problem is that these “customers”, having fulfilled the set questions, disappear without a trace, and the company loses money twice: to attract a call and to work for a manager with such a dummy.


    Nevertheless, there is something to catch on here. Froder is characterized by the fact that he never turns into a deal. Advertising platforms or agencies that want to fulfill the plan or show that they are better than others order the work of the fraudster.


    Mixing 2-3% of garbage into the flow of honest calls makes little economic sense. Therefore ... therefore, the rogue gives himself off with a markedly lower conversion into transactions.


    The fraudster has his own pattern of behavior: it is unlikely that he will “shine” his personal phone to make a paid call, he will rather use a SIM card purchased specifically for this purpose, which is then removed from the phone until the next “work”: so that the managers of the company whose product he was so vividly “interested”, he did not bother with calls.


    Many frauders fail to check for frequent blackouts. In addition, you can’t call one victim twice from one number - you need new SIM cards, but the voice is the same. And this is the second moment that we are checking.


    Only the main steps are listed here, in general, the verification algorithm is much more complicated and takes into account many behavioral factors. The remaining stages will not be disclosed, so as not to facilitate the work of the fraudsters.


    In general, this is a much more difficult task compared to spam protection by a robot. But, fortunately, absolute efficiency is not required. It is enough to be able to identify the sources of calls, which most often generate suspicious activity - this information is quite enough for our customers to optimize their work.


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