The marketing agency was unable to establish an average handle time for successful outbound calls. The Call Journey team analyzed 5,000 minutes of call recordings to identify key aspects of successful calls and create a model. The model used criteria like call duration, number of keyword occurrences, and total keywords to identify successful calls. Applying the model, 11 out of 1,707 calls were identified as successful. However, one call was a false positive. The analysis found large variations in the time agents took to close calls after meeting the success criteria. The insights were used to propose solutions like reducing unnecessary upfront information gathering and realigning agent incentives.
2. An iconic marketing agency was
unable to establish an average
handle time for successful calls in
outbound campaigns.
The company approached Call
Journey team with a request to
analyse its recordings and find the
reasons behind the large
discrepancy in the lengths of
successful calls.
Context of the study.
Background
Industry
Digital Marketing
Challenge
Outbound call analysis
and improvement
Scope
Call Centre Conversations
Audio Sample
5,000 minutes
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