ALOC is an acronym that stands for Average Length of Call. ALOC is a measurement determined by looking at a specific time frame of your VoIP traffic and finding the average call length. Most often your CDR (call detail record) or other reporting tool will give you this report. ALOC is used to monitor traffic, measure call quality, find the type of call traffic, predict network demand and more.
The acronym is ACD (average call duration) has virtually the same meaning as ALOC. However, ACD will also be used to represent Automatic Call Distributors in telecommunications. Which is un-related to this topic.
Telephone calls vary in the duration of minutes used. Calls could be as short as 6 seconds or longer than 1 hour. If you were to compare the ALOC of a Call Center vs. traditional outbound calling, the Center would have a much lower ALOC. Call Centers make more call attempts than your average business or home owner. Many outbound calls that Centers make go un-answered by the customer or are very short in length. Call Centers also have an obligation to handle inbound calls. Their first priority is to help resolve the customer’s issue and second is to move onto the next caller that is waiting. Call centers also use advanced outbound dialers and call routing software to enhance their call capacity. This typically results in an ALOC under 1 minute and a high demand on network infastrcuture. Traditional business or homeowners are making calls 1×1 and dialing by using their hands. Thus their ALOC is often greater than 2 minutes and there is less of a demand on network infrastructure.
For rates and more information on our services, visit our website here
Phone: 1(877) 519-8464