Collection campaigns
Hundreds of calls go out at once to mobiles, from a company number the debtor can call back.
ServiceCall center routes
Call center routes: more simultaneous calls, better quality
High-capacity SIP trunks for operations with many simultaneous calls, with our own numbers and the backing of a Colombian mobile virtual network operator.
Let me explainThe path your call center’s calls go out and come in on, with room to grow and a carrier that answers.
Explained simply
Call center routes, explained simply
A route is, simply put, the path your calls take going out and coming in. Your call center software decides who to dial, but the route is what carries the call to the customer’s mobile or landline. In technical terms it’s called a SIP trunk. If the route is bad, calls drop, sound echoey, the customer sees a strange number or they just don’t connect, no matter how good your team is.
At 19 80 TIC Cloud we’ve been a mobile virtual network operator (MVNO) since 2020, partnered with Suma Móvil, and we’ve carried voice traffic for years: more than 100 million minutes. We offer national routes to mobiles and landlines throughout Colombia, international routes, and inbound calls to your own numbers. Your calls go out showing your own numbers, you can have number groups or pools per campaign, and you can scale simultaneous calls when a busy season starts.
Quality is measured with two indicators we explain plainly: ASR, the percentage of calls that get answered, and ACD, their average duration. We monitor both and let you know if anything changes. We also help you operate within the contact hours required by Ley 2300 de 2023. And when there’s a problem, you talk to the carrier itself, not a middleman.
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Use cases
What you can do
Phone sales
Stable routes for the predictive dialer, with number pools per campaign so no single caller ID gets worn out.
Inbound service lines
Mobile or landline numbers that take many simultaneous calls and deliver them straight to your platform.
BPO with clients in several countries
International routes and numbers in Ecuador, Peru and other countries over the same connection.
Seasonal peaks
Add simultaneous channels for Black Friday, month-end closings or special campaigns without changing providers.
A normal day
Collections Monday at a BPO
For example, a BPO handling collections starts Monday at 8 a.m. with 60 agents and a dialer placing three calls per agent. The routes go out showing a pool of company mobile numbers, so anyone who doesn’t answer can call back and land on the inbound line. Mid-morning the supervisor notices one campaign is getting fewer answers; he reviews the ASR with the carrier’s support team and they adjust the schedule. At 7 p.m. the dialer stops on its own, within permitted hours.
What you’d use
The tools that work for you
Call center platformThe software your agents work in, ready to use these routes with a dialer and queues.Virtual mobile numberYour own +57 3xx mobile numbers to show on outbound calls and receive callbacks.InternationalRoutes and numbers in other countries for operations that serve customers outside Colombia.SMS and audioComplement voice campaigns with SMS and voice message calls, also within Ley 2300.PBX and call centerIf you don’t have a platform yet, our cloud PBX connects the routes to your agents.
Decision-maker
What each person on the team gains
Call center operations director
Get stable routes and room to grow without voice becoming the operation’s bottleneck.
IT or telecom manager
Connects by SIP trunk to the platform you already have, with direct technical support from the carrier.
Finance manager
Pay per minute and per channel with a provider that runs the network, without chains of intermediaries.
We answer your questions
Frequently asked questions
What is a call center route or SIP trunk?
It’s the path calls take out and in between your call center platform and the phone network. It connects over the internet or a dedicated link, and determines how many calls you can have at once and at what quality.
What number do customers see when I call?
With your own numbers: +57 3xx mobile numbers or local landline numbers by city that we assign or that you bring over with number porting. You can use several numbers grouped by campaign.
What do ASR and ACD mean?
ASR is the percentage of dialed calls that get answered, and ACD is the average duration of answered calls. They’re the two clearest signals of whether a route is performing well.
How many simultaneous calls can I have?
From a few to hundreds. It’s sized to your number of agents and dialing type, and can be expanded as your operation grows.
How do you help me comply with Ley 2300 de 2023?
The law limits the days and hours when people can be contacted for collections and sales. We help you set up campaigns so they only dial during permitted hours.
We’re ready
Let’s talk about your business.
Tell us how your customers reach you today and we’ll send you a free proposal, in plain language with no fine print.