How Robocall Services Work: A Technical Overview

Robocall services were first introduced in the 1980s with the advent of automated dialing technology, so they are not a new phenomenon. However, the technology has skyrocketed in recent years, and due to advancements in the industry, it is now more accessible. If we look at the statistics robocalls account for billions of calls annually.

Basically, it is a phone call scheduled by an automated dialer to deliver a recorded message. For example: a call may be recorded as an automated reminder of bills or upcoming appointments. Robocalls are scheduled for a variety of purposes such as marketing, reminders, surveys, appointments, emergency notifications, etc. Having said that, these services are a combination of hardware and software that allows them to reach out to a number of recipients. Let’s learn more about robocalls and how they work.

A Technical Overview of Robocall Services:

If you are unable to understand how robocall services work, you have landed on the right page. Keep on reading to learn more about automated dialing technology.

Call List Compilation:

Well, to start with the robocall services, the base is to have a well-organized list of phone numbers. You cannot start with a robocall service for your business without having connections and numbers. These lists can be obtained via:

• It is advised to use your customer database. For example, a bank uses its database to remind customers about payment due dates. A clothing brand can use robocall services for promotional campaigns.
• Marketing firms may buy lists from data brokers, also known as purchased contact lists. A retail chain can purchase a list of potential customers for their new store launch opening.
• Signup forms, online or in-person sign-ups. A healthcare service provider can gather phone numbers through appointment scheduling forms for reminder calls.

Database Management System (DBMS):

Database management system ensures that data is properly stored, structured, and accessible. A SQL database is for structured data storage, and no SQL database is for handling large volumes of unstructured data.

For instance, A political campaign might use an SQL database to segment voters by geographic region, age, or voting history to customize their calls.

Scripting and Call Content Creation:

Robocalls are entirely pre-recorded and scripted. There is a whole process of voice recording by professional voice actors. Moreover, Text-to-speed also converts written text into verbal words, and the TTS system can mimic natural speed patterns. Airline service uses TTS to inform passengers about flight delays and inserting flight numbers and times into the call.

Call Scheduling and Management:

Automated call service determines the optimal time to place the calls. It also includes various factors, such as time zones, which ensure that calls are made at the appropriate local time. Moreover, call volumes are used to manage the number of calls to avoid network congestion. A school or an educational institution might schedule automated calls at 7 am to inform parents about any issues, ensuring that they get the message before the school starts.

Dialing Systems:

Robocalls use specialized dialing systems to place calls. For instance, auto-dialer to dial numbers automatically. Predictive dialers are used for more advanced calls, predicting when a human operator will be available to take the call. Moreover, the progressive dialers dial numbers sequentially and connect calls only when an operator is available.

A debt collection agency might use predictive dialers to increase the efficiency of their call center, ensuring agents spend more time speaking with debtors rather than waiting for calls to connect.

Voice Broadcasting

Once the call is connected, the pre-recorded message is delivered. Interactive Voice Response (IVR) allows recipients to interact using their keypad or voice commands. Simple Voice Broadcast plays the message without interaction. A utility company might use IVR services to let customers report power outages or request more information.

Call Tracking and Analytics

Automated call services include tracking and analytics to monitor performance. Call Completion Rates confirm the percentage of calls that were successfully connected. Response rate records the number of recipients who took a desired action (e.g., pressed a key to speak with an agent).
A marketing campaign might analyze call data to determine the best times of day to reach their target audience.

Compliance and Regulations

Robocall services must comply with regulations such as the Pakistan Telecommunication Association (PTA), which restricts the use of automated calling for telemarketing without prior consent.

Setting up Robocalls for Businesses:

Robocalls for businesses have the following procedures to make the system work effectively, economically, and legally. Here’s a detailed guide on how to set up robocalls for businesses.

Objectives and use cases:

Identify the purpose of your robocalls.  Redeemable or have specific barter items that you want to promote or service that you offer.  Appointment or payment reminders are also used cases, along with surveys and notifications to update customers in real time.

Example: An example of an appropriate business use can be a dental clinic calling to remind a patient of an appointment they have in the following days.

Gather and sort contacts:

Create or acquire a list of phone numbers. Utilize your existing data assets about your customers. Get leads on contacts through web or paper-based forms. Direct retail lists from dependable data source suppliers.  Ensure the data is clean and up-to-date.

Select the Best Robocall Service:

Make a choice of the provider depending on your preference. Willing and able to take the number of calls you require. Features for incorporation of caller’s name, date or any other detail. Integration ability with your CRM or equivalent file database.  Compliance to legal requirements such as PTA.

Write Down Caller Scripts:

Develop clear and concise call scripts. Call to action is an action step; describe what the recipient should do upon receiving the message (e.g., press a number to speak to an agent).

Voice record messages can be done with the help of hired voice artists or through a text-to-speech generator.

Example:
“Hi, this is a call from Dr. Rehan’s office. You have an appointment on [date] at [time] . if it is convenient for you to press 1, if not 2, to reschedule for another date.

Wrapping up:

Robocall services are a powerful tool for mass communication. It is not only a powerful tool but also a successful technology as it leverages advanced technology to automate the calling process efficiently. If you want to get robocall services for your business, connect with Intellexal Solutions at the earliest to learn more about the benefits and how it can impact your business and brand.