Southeast Asia Outbound Call Center Voice Solution

Client Background

Industry: Cross-border E-commerce

A cross-border e-commerce company with operations spanning multiple Southeast Asian markets. The company runs outbound customer acquisition campaigns targeting consumers in the Philippines, Thailand, Vietnam, and Indonesia as part of their regional growth strategy.

Challenges Before Deployment

The company was conducting outbound customer acquisition campaigns targeting the Philippines, Thailand, Vietnam, and Indonesia. Their original approach used Chinese domestic numbers to call Southeast Asian users directly, resulting in low connection rates and inconsistent call quality that severely impacted acquisition efficiency.

Key pain points included:

• Low answer rates: Southeast Asian users were reluctant to answer calls from unfamiliar international numbers, resulting in connection rates far below target.
• Inconsistent call quality: Long-haul international routing led to variable audio quality, latency spikes, and call drops.
• Operational complexity: Managing separate telecom providers for each country created overhead and made it difficult to standardize processes.
• Limited monitoring: No real-time visibility into call quality metrics such as ASR, ACD, or PDD across the four markets.

Solution

Cainiao Voice deployed a SIP trunking solution for the company, configuring local DID numbers in the Philippines, Thailand, Vietnam, and Indonesia as outbound caller IDs. Local caller display increased user willingness to answer, while integration with a predictive dialer enabled efficient outbound calling. Real-time ASR monitoring was also deployed to track call quality.

The solution included:

• Local DID numbers provisioned in all four target countries, displayed as outbound caller ID to maximize answer rates.
• Single SIP trunk connecting the company's call center platform to Cainiao Voice, carrying traffic for all four countries through one unified interface.
• Predictive dialer integration to optimize agent utilization and outbound throughput.
• Real-time ASR monitoring with dashboards and alerts to ensure consistent call quality across all routes.
• Multi-carrier routing with automatic failover to maintain service continuity.

Technical Architecture

Key Metrics

Measurement Scope

ASR = answered calls / call attempts x 100%, measured over 30 consecutive operating days; connection rate increase = ASR with local DID minus ASR with international caller ID; concurrent channels = peak sustained capacity.

Client Feedback

"After switching to local numbers, our connection rates improved significantly. Managing outbound operations across four countries through a single SIP trunk has greatly increased our operational efficiency. Cainiao Voice's line quality is stable and their technical support is very responsive."