Silence Detection is a tool that scans each call to determine how many occurrences of silence had transpired within a call and how long each occurrence lasted. With Silence Detection scanning calls, we can now have valuable information that will help identify and correct the root causes of silence down to behavioral, system related or even tools being used.

Behavioral

• Is the silence being managed properly?
• Are agents/advocates available and ready to take a call?
• Are agents/advocates following proper protocol such as using hold, cold transfer vs. warm transfer?

Systems

• Help identify system issues; computers are running slow, scripts are slow to load, screens not pulling up immediately.

Tools

• Identify if knowledge bases are difficulty to navigate, scripts are out of date, etc.

Training

• Identify if agents/advocates are not able to use tools in a logical fashion or are unable to locate information quickly.