Agents only spend 30% of call time listening to customers, diminishing trust and missing on their preferences. Track their talk/listen ratio to provide data-backed feedback and enhance CX.
Achieve a talk/listen ratio that skyrockets your conversion rates. Support agents to truly hear what customers are saying, establish strong rapport, and eventually, close more deals.
Gain a complete understanding of call dynamics. Easily visualize agent/customer speaking durations, optimize processes to shorten handling times, and resolve more inquiries.
Offer fully personalized, targeted feedback based on tangible insights into call quality. With actionable data at their fingertips, agents can refine strategies to better meet customer needs.
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
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"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
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"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
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"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
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The Talk/Listen Ratio feature provides valuable insights into call dynamics, enabling you to efficiently shift strategies and optimize customer interactions.
Once a call has finished, our Conversational Intelligence technology identifies each segment of a call containing speech. The feature establishes the duration of each speech segment and identifies whether it belongs to an agent or to a customer.
It then composes the total talking time by counting speech segment durations together, separately for the agent and for the customer.
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