Experience Immediate ROI
Reduced Talk Time
One organization was able to reduce average talk time by 82 seconds per call simply by updating how calls were routed to different agent groups.
Even though overall call volumes increased the next year, agents were able to handle 12% more calls thanks to this process update.
Reduced Handle Time
Another company identified very long silence blocks in all of their billing calls using speech analytics. These blocks occurred while agents were waiting for the billing system to respond.
Providing this feedback to their IT team, the billing system was tweaked and overnight the client reduced their average handle time by 11 seconds.