The Ups and Downs of First Time Call Failures: Why Trends Matter More Than Monthly Figures

At Appello, we’re committed to leading the way in telecare innovation and keeping our partners informed about the critical challenges facing the sector. One of the biggest challenges identified is the growing issue of First Time Call Failures (FTCFs) – instances where an analogue telecare device fails to connect to the monitoring centre on the first attempt.

We’ve been diligently tracking and reporting FTCF rates each month, and now provide transparent data to the industry in a monthly report. However, you might notice that these failure rates fluctuate from month to month. This can be confusing, but understanding why these fluctuations occur is crucial to addressing the larger issue at hand.

Why FTCF Rates Vary

Several factors contribute to the monthly variations in FTCF rates:

1. Device Diversity: We monitor a wide range of telecare devices from various manufacturers. Some analogue models are more susceptible to FTCFs than others. Since the mix of devices making calls each month varies, the overall failure rate fluctuates accordingly.
2. The Digital Shift: The UK’s ongoing transition to a digital telecoms network is a complex process that impacts regions differently. Some areas experience higher FTCF rates due to local network changes. As call volumes from different regions vary, so does the overall monthly failure rate.
3. Proactive Mitigation: We work closely with our customers to identify and prioritise properties experiencing high FTCF rates. By installing analogue to digital converters or upgrading to fully digital systems, we’re actively reducing failures in these locations. This proactive approach positively impacts the overall monthly rate.
   

The Bigger Picture: Focusing on Long-Term Trends

While these monthly fluctuations are important to note, it’s crucial to focus on the bigger picture: the long-term trend clearly shows an overall increase in FTCFs. This upward trend is directly linked to the ongoing digitisation of the UK’s telecoms network.

By understanding the reasons behind FTCF fluctuations and focusing on the long-term trends, we can work together to ensure the continued effectiveness and reliability of telecare services for those who depend on them.

Download this month’s First Time Call Failure report.