What would be the best approach to do the root cause analysis of silence in calls?
Excellent question, I want to be sure im answering your question. I hope what you are asking is "why is there silence time greater than an acceptable level in a call?" The foregoing assumption is that some portion of that could be corrected.
There are several root causes for silence time, but determining them is difficult, as it is the presence of "nothing" in eureka. Finding which is is an interesting exercise, because the method you employ will have an impact on you and your teams effectiveness. Ill take a stab at my thoughts on the why, and how of silence time.
B. System issues - Many times unknown system issues or configurations are driving this, like calls not releasing, recordings not ending, all sorts of issues with the mechanics. These should be relatively spread out across the organization, but the “unscheduled break” issue may mask this. To find these I'd recommend, same as A1, but just add this to the ask, "I wonder if we are having system issues..." include your telephony team perhaps.
C. Ops drivers – From time to time a leader may either coach an agent(s), or have a meeting with agent(s). sometimes we have found that the agent(s) may just mute a call that has ended or some other method to find the time be coached, if you find a group of silence time at the same time, or on a team, you may be experiencing some leader driven silence.
D. Agent slop or mistakes – Back in the day before auto out on phones we used to have to physically log agents out who forgot to log of. Usually to close the switch so we could go home. Same principal can apply here, a phone is left where silence is created, these often are exceptionally long silence blocks, 15 min to hours, you can look to have WFM do a break match or end of shift match with a silence block.
Here is my general rule of thumb for silence that is agent driven:
As you know once you root cause the solution set is easy. And setting up monitoring in Eureka or Coach (MyEureka) it’s the way to really address the behavior, or monitor productivity.
Hope this helps
Hi Himani Rooprai,
I totaly agree with Richard Britt on his comments.
However, I would like to usderstand few things:-
Additionaly, rather looking at silence time or silence block it may be fruitful to understand discomfort of agents during call and the first word said by agent against the call duration which would help you understand either not prepared or low confidence on taking calls.
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