In call centers handling 5,000–20,000 calls per day, up to 30% of calls never get through. IP telephony with multiple routes reduces these losses, while a cloud PBX and spam checker increase the share of handled calls.
At 10,000 calls per day, up to 60% of the volume falls into 3–4 hours. With a single route, 10–30% of calls never enter the system:
IP telephony works with multiple routes and switches traffic under load.
of calls reach handling
One agent makes 150–250 calls per shift. With 20–35% spam numbers:
The spam checker filters out problematic numbers before launch. IP telephony works with verified ones.
the number of contacts per agent
At the start, the answer rate is 55–65%. After 2–3 days it drops to 35–45%. The cause is a change in route quality:
IP telephony monitors routes and changes them along the way.
holds throughout the entire campaign
After delivery, part of the calls is lost internally:
The cloud PBX distributes calls across queues, between agents, and by request type.
moves into work
Average AHT is 4–7 minutes. Up to 1 minute goes into clarifications. At 180 calls, that is up to 3 hours of indirect work.
The cloud PBX passes CRM data during the connection.
• time per call – 10–20% • +10–15 calls per agent per shift
Run a test and check the result without a full migration to a new infrastructure.
up to 25% of calls didn't reach contact
up to 20% of traffic was lost during peak hours
answer rate dropped after the first days of the campaign
connecting IP telephony with multiple routes, number verification, and distribution through a cloud PBX
+27%
more contacts
stable call delivery
throughout the campaign
more calls handled
without expanding the team
We saw that operators were handling the same volume, but with fewer contacts. After switching to the new telephony, it became clear the problem was in call delivery. Now almost all traffic gets through, and the team closes more conversations without changes to headcount.
Call center operations manager, EU outbound teamIP telephony determines how many calls actually reach the agent and the customer.
95–98% of calls delivered during peak hours
stable answer rate throughout the campaign
minus 20–35% of losses in outbound
+10–15 calls per agent per shift