How can companies improve call efficiency? Less time spent on calls not only improves customer satisfaction but also increases employee productivity. Customers want their requests to be resolved and completed in the shortest amount of time as possible. Lower talk times create the opportunity to help more customers.
For example, a website hosting company wants to decrease the time their customers spend on the phone with the setup team. Tracking average talk times would provide the data needed for realistically setting goals as well as show the team’s progress towards reaching those goals.
With Nextiva Voice Analytics, managers can easily track the average talk times of their employees.
Visit nextiva.com, and click Client Login to log in.
If logging in from Nextiva Voice (purchased before Dec 2020), select Voice > Analytics.
If logging in from NextOS (purchased after Dec 2020), select Communication > Phone System > Voice Overview > Go to Analytics.
On the Nextiva Voice Analytics Home Page, click the Analyze tile or select Analytics in the top menu bar.
On the User Activity tab, select Trend Analysis from the drop-down list.
Apply filters to the trend analysis dashboard.
- Specify the desired time range.
- Click to turn real-time data ON (blue) or OFF (gray).
- Click the Slider icon to open the configurator.
The configurator includes two tabs for customizing the trend analysis dashboard: Metrics and Users.
On the Metrics tab, select Avg. talk time to display the average talk time during the specified time range.
Select the desired Users from the Users tab. In this example, the users are the technicians on the setup team.
With the desired filters in place, the customized dashboard displays the average talk time data of the selected users across the specified time frame.
The sample dashboard shows that the average talk time is about 16 minutes. The manager can use this data to set a realistic goal for limiting talk time. Viewing this dashboard again later will show whether the average talk time has decreased and by what percentage.
When companies set realistic goals for their employees and hold them accountable, they feel engaged and motivated to perform better, which contributes to the success of the company.