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List of Call Centre Terminologies

What is Calling Line Identity (CLI or CLID)?

Inbound calls to a business or individual can be recognized by their number of origin and, in certain situations, the name of the person or organization linked with the number, which is known as Calling Line Identity (CLI).

On the recipient's phone screen or on a different device, the caller's phone number is shown. Caller ID was created for the Public Switched Telephone Network (PSTN). CLI can be used for a variety of purposes, but most firms employ inbound caller data as part of a statistics gathering processor to screen and respond to inbound calls correctly.

CLI is commonly accessible for network-based VoIP conversations and may be utilized on the analogue telephone and digital mobile services.

What is the significance of the CLI for wholesale carriers?

For this increasingly crucial, yet technically hard, mobile-to-mobile traffic, mobile operators are turning to international wholesale voice carriers. Even if direct connections and agreements with the 700 or so mobile providers are not hard to establish, a single connection to an international voice carrier can be less cumbersome and cost-effective.

This position confronts the international voice carrier with not only the possibility to increase revenues and profits but also the difficulty of meeting the requirement for greater control over quality standards and customer experience. Global roaming traffic is rapidly increasing, and customers expect flawless signaling between mobile networks and high levels of service quality.

What methods do carriers use to test CLI and ensure service quality?

There are currently relatively few full systems available for conducting automated test calls on the market. Mobile carriers primarily deploy such technologies to guarantee a high-quality consumer experience at a lower cost. International wholesale carriers either utilize a less sophisticated self-developed technology or have divisions devoted to manually dialing test calls into countries to see if the CLI is being sent.

In order to validate that their routed call is showing CLI, one eastern European operator in which the state owns a controlling share uses workers from embassies and consulates throughout the world. This is clearly not an efficient manner of dealing with consumer concerns regarding call centre service quality, particularly when millions of minutes are being cancelled.

How may CLI affect wholesale carriers' revenue?

CLI presentation, as well as demanding improved voice quality, are both key features in the wholesale arena. CLI is, in fact, considered a quality criterion. Because of the advancements in smartphones and PDAs, many operators have had to reconsider how they present CLI data. Carriers who can ensure CLI presentation typically command higher prices, allowing them to earn income through their service level agreements when they can consistently deliver this service.


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