How call recording helps AER Technologies’ agents improve their performance
With Dialpad, the call abandon rate dropped by about 13%.
DANIEL MURILLO | CUSTOMER SERVICE SUPERVISOR
They’d give me six to eight reports, but nothing ever made sense. We’d get 100 calls a day, then I’d look at the next report from the same day and it would show 120 calls. I’d pull the same information in my next report—105. So nothing ever matched up. It doesn’t matter how many reports I have when none of the data is the same.
DANIEL MURILLO
CUSTOMER SERVICE SUPERVISOR
I like the fact that I’m able to sort scorecards by the actual grade. For instance, I can see all of someone’s two-star calls, so during our annual review, we can pull up the phone calls and discuss them, which is really nice.
DANIEL MURILLO
CUSTOMER SERVICE SUPERVISOR
“Working with Dialpad has been night and day compared to our previous provider.”
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