Nobody likes delays. In the modern world of instant messaging, fast broadband speeds, and direct video conferencing, the last thing anyone wants is to wait.
So what happens when a customer is waiting to contact a business via phone, and they don't hear that ring until ten or twenty seconds after dialing? Well, for one thing, they can get extremely confused listening to that awkward silence.
This moment that the customer is impatiently waiting in and getting annoyed by is titled: "Post Dial Delay (PDD)."
What does PDD mean?
The standard definition of PDD can be defined as: "the time or delay that occurs from the time a number has been dialed, until the caller or called party hears ringing."
Bandwidth, a leading US carrier who offers communication APIs that allow companies to embed voice calling and messaging capability into their applications, says that “PDD occurs because each carrier can take a few seconds to acknowledge their ability to complete the call.
Most carriers within the telecommunications industry consider anything under 7 seconds as an acceptable amount of PDD, with most not troubleshooting it.” 7 seconds might seem like nothing on paper, but for someone waiting on an instantaneous call, this can seem like an eternity.
The problem for our customers
The 3 main sectors Spearline works in are Enterprise, UC, and Carrier. Unlike a standard call between two people where your phone may ring before answering, our 'customers' numbers are generally configured to answer straight away. An IVR welcome message is presented to the caller.
This means that PDD in the strictest of definitions does not meet their needs, and any ringtones provided are often comfort ringtones designed to mask longer connection times.
For this reason, Spearline calculates PDD a little differently to meet our customer's needs.
Why we do this
Spearline aims to replicate the exact flow that your customer experiences when they place a call. Spearline places out a number of replicate test calls, which are set to answer automatically, so in a typical test call flow, ringing won't be heard.
To sum it up, Spearline PDD is a "call answer time" metric that includes any delay added by intermediary networks and helps detect delays that cannot be identified by using the industry-standard PDD calculation.
If you wish to find out more about how our PDD calculation works, please download our Spearline PDD calculation fact sheet.
New to Spearline?
If you are new to Spearline and would like to find out more about how you can benefit from our platform, we would love to speak to you! Please send us a brief message, and we will be in touch with you shortly.
Spearline is a technology company that proactively tests toll, toll-free and premium-rate numbers for audio quality and connectivity globally. We support business sectors, such as contact centers, conferencing services, and other applications, in successfully connecting with their customers. If you are interested in benefiting from our platform, please get in touch with us.