In order to maximize the amount of time spent talking with prospects, call centers have used answering machine detection technology (AMD) to detect answering machines and screen out those call results. This would allow telemarketers to connect only to known live answers.
When a predictive dialer calls a number and it is answered, the predictive dialer will listen to the length of the spoken words. For example, if the call is answered live, most consumers answer with, Hello? or a Hi. This is a very short greeting so the predictive dialer knows it is a live answer. If the number that was dialed answers with, a Hi, this is the Smith residence. We are not at home (etc ), the dialer detects this as a longer spoken greeting and determines it is an answering machine. For this reason, it does not connect to the caller.
While AMD is effective at maximizing the telemarketer’s efforts to connect to more live answers, the customer experience is a negative one. With AMD, after the customer answers the phone, there will be 3-5 seconds of silence before they are connected to the caller. Prior to 2001, many consumers were tolerant of companies using AMD technology. After 2001, consumers began to treat these types of calls negatively. Upon answering the phone and hearing a long pause, consumers immediately know it is a telemarketing call and hang up more often than not.
The negative results incurred from solely using AMD have led to a significant rise in the popularity of a first hello technology. The Mojo Dialer relies on first hello instead of answering machine detection technology in order provide both callers and prospects with a better comprehensive calling experience.