Insights That Drive Results
Detecting silence and overtalk during conversations determines whether or not your agents have the right skills to handle calls for the best results. Combined with CallFinder’s scorecards, insights from our silence and overtalk detection will identify the behaviors that result in positive outcomes and ensure that agents have the skills needed to understand what ultimately drives revenue—your customers.
Silence & Overtalk Detection: How it Works
CallFinder provides the percentage of silence within a call for both the customer and agent, and how often the caller and agent spoke at the same time (overtalk events). Like sentiment and emotion detection, Silence and Overtalk events are used to identify and address sources of customer frustration using root cause analysis. Calls with longer periods of silence, for instance, may be symptomatic of gaps in agent training, such as the agent taking too long to provide an answer. Long silences can also indicate technical issues with the agent’s software, or any number of snags that reduce operational efficiency and potentially leave you with an angry customer.
CallFinder Insights
Designed by experts. driven by results.
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CallFinder was designed by experts who understand that customer experience is more than a metric. That's why made sure that our solution includes everything you need to provide the very best experience for your customers, and your agents. Driven by CallFinder’s advanced technology, our software includes silence and overtalk detection to help managers understand how to coach soft skills. Learn more about the insights you gain with our easy-to-navigate, and fully customizable solution. See CallFinder in action. Schedule your custom demo today!
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Sentiment
Overtalk
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"Partnering with CallFinder has been probably one of the best decisions we've made in a long time."
Mitchell Taylor
Director of Collections, Methodist Health System
“I would definitely recommend CallFinder to anyone trying to manage any level of a call center.”
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Lead Admission Specialist, Aware Recovery Care
"My experience with CallFinder has been an absolute pleasure. They were completely invested in our needs."
Erin Carmona
Director of First Impressions, Best DentalSchedule a 15-minute Demo of CallFinder's Solution
Learn how CallFinder's speech analytics solutions provide easy-to-use, automated tools to overcome common business challenges across all departments. Schedule your 15-minute demo today!