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Silence & Overtalk

Quickly find and analyze calls with too much silence or overtalk to identify common customer pain points using CallFinder’s user-friendly silence and overtak detection features.

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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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