Why Phone Intelligence for Call Centers?
Call centers live and die by their contact rates. Every wasted call to a disconnected number, wrong number, or landline when mobile is preferred costs money and reduces agent productivity.
Phone intelligence helps you:
- Validate numbers before dialing — Skip disconnected numbers
- Identify line types — Know if you're calling mobile or landline
- Detect ported numbers — Route based on actual carrier
- Screen for spam — Avoid numbers that won't answer unknown callers
- Enrich records — Add caller name data for personalization
Key Call Center Metrics
Right Party Contact (RPC) Rate
The percentage of calls that reach the intended person. Phone intelligence improves RPC by:
- Removing disconnected numbers before campaigns
- Identifying mobile numbers (higher answer rates)
- Detecting reassigned numbers (wrong party risk)
Connect Rate
The percentage of calls that connect (answered or voicemail). Improved by:
- Filtering out invalid numbers
- Calling at appropriate times for mobile vs. landline
- Using local presence dialing based on carrier data
Cost Per Contact
Total costs divided by successful contacts. Phone intelligence reduces this by:
- Eliminating wasted attempts
- Enabling least-cost routing by carrier
- Reducing average handle time with better data
Validate your contact list. Upload and preview results before paying.
Try Bulk UploadOptimization Strategies
Pre-Campaign Validation
Before any outbound campaign, validate your entire contact list:
- Upload CSV — Submit your phone number list
- Preview results — See validation data before paying
- Filter invalid numbers — Remove disconnected, reassigned
- Segment by line type — Separate mobile from landline
- Download enriched list — Import back to dialer
Real-Time Lookup
For inbound calls or on-demand validation:
- Screen transfer callers before routing to agents
- Validate callback numbers in real-time
- Enrich CRM records as customers call in
Carrier-Based Routing
Use carrier data to optimize call routing:
- Least-cost routing — Different rates for different carriers
- Quality-based routing — Direct routes for major carriers
- Local presence — Match caller ID to recipient's carrier region
Line Type Strategies
Mobile Numbers
- Higher answer rates, especially during business hours
- SMS follow-up is possible
- May screen unknown numbers more aggressively
- Consider local presence dialing
Landline Numbers
- Often answered during evening hours
- May reach household, not specific person
- SMS not supported (except text-to-speech)
- More likely to answer unknown numbers
VoIP Numbers
- May be business numbers (receptionist answers)
- Could be virtual numbers (Google Voice, etc.)
- Higher fraud risk in collections
- Variable SMS support
Implementation Guide
Batch Processing Workflow
# Pre-campaign list validation
1. Export contact list from dialer/CRM
2. Upload to VeriRoute Intel bulk processor
3. Review preview results
4. Confirm and process full list
5. Download enriched CSV
6. Import back to dialer with new fields:
- is_valid
- line_type
- carrier
- do_not_call (if disconnected)Real-Time Integration
# Before outbound call
result = veriroute_lookup(phone, lrn=True)
if result['lrn']['line_type'] == 'disconnected':
skip_call()
mark_record_invalid()
elif result['lrn']['line_type'] == 'wireless':
use_mobile_strategy()
else:
use_landline_strategy()ROI Calculation
Calculate the ROI of phone intelligence for your call center:
| Metric | Before | After | Improvement |
|---|---|---|---|
| Contact rate | 15% | 22% | +47% |
| Wasted dials | 25% | 8% | -68% |
| Agent productivity | 6 contacts/hour | 9 contacts/hour | +50% |
| Cost per contact | $2.50 | $1.75 | -30% |
Frequently Asked Questions
How much can phone validation improve contact rates?
Most call centers see 20-50% improvement in contact rates after implementing phone validation. The improvement depends on your starting data quality — older lists with more invalid numbers see bigger gains.
Should I validate in real-time or batch?
Use batch validation before campaigns to clean your list efficiently. Use real-time validation for new records, callback numbers, and inbound call screening. Most call centers use both approaches together.
What data should I add to my dialer records?
Key fields to add: line_type (mobile/landline/VoIP), carrier, is_valid, last_validated_date. Optional: CNAM (caller name), spam_score, ported_status. These enable smart routing and filtering in your dialer.
How often should I re-validate numbers?
Re-validate before each major campaign, or every 30-90 days for active lists. About 15% of phone numbers change status (disconnect, port, reassign) each year. Fresh validation before outreach maximizes contact rates.