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The silence rate is an unwanted KPI at call centers. But when it's about sales, pauses can work to the advantage of the telemarketer facing an indecisive customer.
This is one of the insights that CIGNA Insurance discovered while using our speech analytics to monitor its customer-agent interactions.
Listen to the Future of Voice Podcast with Jon Stine from Open Voice Network and our Regional Director of North America, Yalım Eristiren, are discussing what Speech Analytics can do for call centers.
✓ How CIGNA increased telesales by 48%
✓ Measuring the changing sentiment of the customer during the call
✓ Conversational automation is the future for call centers
Listen the podcast here
