The Impact of Post Dial Delay on Customers and Revenue

Post Dial Delay (PDD) is the time it takes for a call to connect after dialing a number. It is the time between finishing dialing and hearing the first ring or signal. PDD is important in telecom because it affects user experience and network efficiency.

Key Points About Post Dial Delay

• Causes: PDD can be influenced by factors such as network traffic, signaling system efficiency, and call connections.
• Measurement: PDD is typically measured in milliseconds. It can vary depending on the network's configuration and the distance between the caller and receiver.
• Optimization: Telecommunication providers strive to minimize PDD by optimizing their infrastructure, improving routing algorithms, and enhancing network performance.

Imagine for a minute you're placing a call to your Bank, utilities provider or even your healthcare provider, when you hit that last digit you simply receive silence but not for a second or 2, it goes on for 10 - 15 seconds. In this customer centric world most customers would  find this unacceptable or a poor customer experience (CX).

Most customers will try to call back but on average 5-7% of customers will not and may seek an alternative provider, with the switching economy valued in trillions annually these minor fails can have significant impacts on revenue.

Negative Impact of High Post Dial Delay (PDD)

High Post Dial Delay (PDD) can significantly impact customer experience in several negative ways, Increased Frustration and Perceived Inefficiency, Customers expect quick responses when making a call. Long wait times before the phone rings can be frustrating and make people impatient. This is especially true when they are calling customer service for help. Negative Perception of Service Quality, Long PDD times can make customers believe the network is unreliable or poorly maintained.

This can lead to decreased satisfaction and loyalty to the brand. Impact on Business Operations, For businesses heavily reliant on telecommunications, such as call centers, high PDD can decrease operational efficiency. Agents spend more time waiting for calls to connect, reducing the number of customers they can assist. Customer Retention and Revenue Loss, Long periods of poor call connectivity can cause customers to leave for competitors, leading to lower retention rates and revenue loss.

Reduced Call Completion Rates, High PDD makes it more likely for customers to hang up before the call connects. This is especially true in sales situations. Missed calls in sales can result in lost sales opportunities.

Measuring Post Dial Delay (PDD)

Measuring Post Dial Delay (PDD) involves tracking the time from when the last digit of a dialed number is sent until the caller receives a response, typically in the form of a ringback tone or another signal. 

Here are the steps and methods commonly used to measure PDD:

Automated Testing Tools

Software Solutions, specialized testing software automates the measurement of PDD by simulating calls and accurately recording delay times. These can be configured within the solution with the necessary dialing information which will then use the tool to initiate a call, which starts timing after you dial the last digit. The tool will then record the time until the first response and provide a detailed report with all the required metrics such as start time / end time / PDD differential.

Network Monitoring Systems

Call Detail Records (CDRs): Analyze CDRs, which include timestamps for each step of the call process. The benefit of this solution is testers can access the CDRs from the network and simply identify the timestamp when dialing was completed. This can be completed by finding the timestamp when the first ringback tone was received and allow the ability to calculate the difference to determine the PDD.

Dedicated Measurement Equipment

Hardware Probes: Telecom operators use hardware probes to measure PDD. They do this by setting up probes to monitor call setups and these probes measure and log the time from dialing completion to the first signal. Lastly they use this information to analyze logs to determine PDD for each call.

How Klearcom Measures Post Dial Delay (PDD)

Klearcom measures Post Dial Delay (PDD) by utilizing automated testing systems designed to replicate real-world call scenarios. Here’s how the process works:

• Dialing Process: In-country servers place calls to target numbers, replicating the actual customer experience across various regions.
• Timing the Delay: After the call is madel, the Klearcom solution calculates the time. It starts from when you finish dialing. It goes until we receive that initial carrier interconnect when the call connects.
• Use of SIP and ISDN: Calls are made using SIP or regular phone lines with ISDN signaling to show typical call setups.
• Data Collection and Analysis: The data collected includes whether the connection was successful, how long it took to connect, and performance indicators like audio quality.
• Real-Time Alerts and Reporting: Klearcom provides real-time alerts in the event where PDD exceeds acceptable thresholds, this will ensure network operations teams can address issues quickly and get ahead of more widescale issues. Detailed reports and dashboards track performance over time and ensure compliance with SLAs.

Mitigation Strategies

Once you’ve utilized the Klearcom solution you will then need to mitigate the impact of high PDD, Klearcom customers can do so in a number of ways:

• Optimize Network Infrastructure: Regularly update and maintain telecommunication infrastructure to ensure efficient call routing and minimize delays.
• Monitor and Analyze Call Metrics: Continuously monitor PDD and other key performance indicators to quickly identify and address issues.
• Use Redundant Systems: Implement redundant systems to handle call traffic more efficiently and ensure better connectivity during peak times.

By addressing high PDD, organizations can enhance customer satisfaction, improve operational efficiency, and maintain a positive brand image.

Ensuring Seamless Call Connectivity and Enhancing Customer Experience

Post Dial Delay (PDD) is a vital metric in telecommunications, influencing user experience and network efficiency. High PDD can lead to increased customer frustration, a negative perception of service quality, decreased operational efficiency, and significant revenue loss due to customer churn. Measuring and optimizing PDD is crucial for telecom operators to ensure smooth and efficient call connectivity. By leveraging automated testing systems like those provided by Klearcom, organizations can effectively monitor and mitigate PDD, enhancing overall customer satisfaction and operational performance.

Ready to eliminate Post Dial Delay (PDD) issues and enhance your customer calling experience? Klearcom offers advanced, local phone number testing solutions that provide real-time visibility into your telecom services globally. Our platform helps you identify and resolve PDD issues swiftly, ensuring seamless call connectivity and superior service quality.

Contact us today to schedule a demo and see how our automated testing systems can optimize your telecom infrastructure.