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Lightbulb_Coins_If you run a high volume contact center, then you know the value of minutes and cents. You are using millions of minutes on the phone and spending millions of cents. But are you really getting your money’s worth?It may be difficult to imagine anything smaller than a penny, but a lot can happen in 60 seconds…especially during a phone call. In a mass broadcast messaging context, agents may even be able to complete multiple phone calls within that time. This election season, for example, contact centers across the United States will be using broadcast messaging platforms to launch mass messaging campaigns to voters. If you’ve ever received an unwanted campaign call, then you know how short it can last.
So why do most carriers charge by the minute, when high-volume contact centers are making calls second to second?
The answer to that question should be obvious—they make more money and provide fewer services. With a minute to minute billing rate, calls can only be measured in minutes. That means that if a phone call is 2 minutes and 3 seconds, it will bill as a 3 minute phone call. For many phone users, this may seem trivial. But for high volume contact centers, billing increments can make or break a bill. If your carrier charges 10 cents a minute, that extra 3 seconds on the phone just cost a dime. In a high-volume contact center context, that scenario may be repeated over 100,000 phone calls—it adds up. In fact, using a simulation, telecommunications consultant Robert Mundigl demonstrates that billing increments are mathematically proven to impact revenue. His results show that your carrier makes more money when they charge by the minute, rather than in smaller increments.
Therefore, the fact that many carriers charge by the minute highlights the difference between carriers that cater to high call volume customers and carriers that simply don’t. For high call volume customers to save money, they need a billing strategy that makes sense in a high call volume context. AireSpring’s broadcast messaging platform, AireBroadcast, does exactly that.
As part of AireContact, AireSpring’s award-winning cloud contact center platform, AireBroadcast is designed for contact centers that make outbound calls in high volume. As an exclusively voice messaging service, it was created to help contact centers rise above the clutter of emails that commonly go out in mass numbers. Instead of receiving yet another generic spam email blast, consumers on the other end receive voice messages from actual contact center agents. But its features as a broadcast platform aren’t the only things that make AireBroadcast unique. Since it services high call volume customers, it employs a billing rate that makes sense.
6/6 Billing
AireBroadcast utilizes a 6/6 billing strategy. 6/6 billing means that calls are charged at 6 second intervals, rather than the traditional 1 minute rate. For the customer, this means that phone calls lasting 6 seconds, are charged for 6 seconds. It also means they are saving tons on high volume call traffic. It will instantly become clear that 6/6 billing is the only smart solution for contact centers with high call volume.
If you run a high call volume contact center, make sure to investigate what your billing increments are. Chances are, you are being billed at rates that simply don’t make sense. Save money, and choose a carrier that offers 6/6 billing.