First Time Call Failures

First Time Call Failures Review, Winter 2024 Failure rates fluctuate in 2024 but remain high risk

8 min read - Written by Hollie Barnes

In this first quarterly update since launching our regular First Time Call Failures Report, we look at what the figures tell us about the prevalence of the problem in the UK – and what this means in practical terms for the safety of your telecare services.

The latest figures on first time call failure rates in the UK show these remain a significant safety risk for telecare users.

We created our monthly ‘First Time Call Failures Report’ to provide tangible data on the issue.

Key takeaways from reports for the final quarter of 2024 include:

First time call failure rates range between 17.9%-20% during the reporting period (and 20% on average during 2024).
Some analogue telecare devices are showing an alarming monthly failure rate – starting at over 20% and as high as 64% in some cases.
Certain models of analogue equipment are consistently producing the highest failure rates each month.
Call failure rates are not static. They can fluctuate due to a number of factors, which reinforces the importance of monitoring the figures over time.
The 17.9-20% average first time call failure rate represents hundreds of thousands of delayed calls – with real people at the end of the line being affected by this.

What are first time call failures in telecare?

First time call failures - When a telecare call fails to connect to the monitoring centre on the first attempt – are a major safety issue. They delay emergency responses, putting people at risk.

Our monthly First Time Call Failures Report tracks this industry problem, showing:

The current rate of first time call failures in the UK.
The telecare equipment types most impacted in the previous month, including the manufacturer and model.
The analogue telecare protocols most affected in the previous month.

First time call failure rates October-December 2024

Our First Time Call Failures report launched in October 2024 and is already revealing the longer-term trends over the final quarter of the year.

October 2024: 18.58% first time call failure rate
November 2024: 17.9% first time call failure rate
December 2024: 20% first time call failure rate

As we can see from these figures, first time call failure rates are not static. While there was a slight dip in November, the average rate rose again by the end of the year in December. The reports also show certain models of analogue equipment and certain protocols are consistently producing the highest failure rates each month. But analogue to digital converters do not provide all the benefits of a fully digital system.

Highest impacted equipment:

Haven (TIM) from Tunstall (ranging from 32.9% - 51.
Group (TIM) from Tunstall (ranging from 28.79% - 64.06%)
Connect from Tunstall (ranging from 24.69% - 31.68%)
Communicall from Tunstall (ranging from 23.05% - 24.36%)
Advent from Tynetec (24.69% - 38.16%)

Highest impacted protocols:

TT 92 (ranging from 22.09% - 25.93%)
TT Old (ranging from 8.7% - 15.73%)
TT New (ranging from 7.09% - 9.48%)
BSI 8521:2009 (ranging from 6.29% - 9.38%)

It’s interesting to note how first time call failure (FTCF) rates can fluctuate. This is due to a number of factors that will naturally vary in any given month, including:

First time call failure rates October-December 2024

1

The digital switchover

The rollout of the digital network is an ongoing process. As work is carried out on parts of the network around the country, this can have a changeable impact on different geographical areas.

2

Device diversity

We monitor a wide range of telecare devices from various manufacturers. Some analogue models are more susceptible to FTCF than others. Since the mix of devices making calls each month varies, the overall failure rate fluctuates accordingly.

3

The number of alarm calls raised during the period

As not all devices are affected by FTCF in the same way, the data will vary depending on how many times a person has pressed their alarm during the month and whether their device is vulnerable to call failures.

We therefore need to view each report as a snapshot in time, which is why it’s essential to track the figures. This helps us build a better picture of long-term trends.

We’ve been diligently collating FTCF figures for a while now, prior to the launch of our monthly report. The average first time call failure rate during 2024 was 20%, showing the increase in call failures is an ongoing problem.

What should we do with data on first time call failures?

Our aim is that reporting on first time call failures will help inform and improve decision making for housing providers as you deal with the challenges of the digital switchover.

Proactive mitigation can help reduce the overall monthly rate of first time call failures. With the necessary insight, you can take steps to address these critical compatibility issues, such as installing an analogue to digital converter or upgrading to a fully digital warden call system.

What should you do next?

Sign up to receive our First Time Call Failures Report each month, so you can find out the latest figures and see which analogue equipment and protocols are most affected by call failures.

If you’re concerned about the safety of your telecare services due to first time call failures, contact us to find out how we can help.

Our goal at Appello is to provide all the facts on the digital phone switchover and digital telecare. Talk to us to arrange your pain-free transition to digital telecare. We’ll audit your current system and provide our recommendations for cost-effective, future-proof digital telecare solutions that meet your needs.