Every gap between calls, measured.
A fully remote team and a suspicion of extended breaks. Measuring the gap between every call turned suspicion into coaching.
The whole staff worked remotely, and there was a suspicion that people were taking extended breaks between calls. Without a way to analyze its calls, the company could not see how its people really performed.
Systems built to analyze the call recordings produced the key metrics, such as average handle time. The most important one was unique to this business: call gaps. Comparing when each call ended with when the next one began showed how long every gap was, so each employee could be coached on it.
Auto-dialing tools called the leads and opened each lead the moment someone answered.
- Call gapsMeasured between every call, so coaching rests on data instead of suspicion.
- RecordingsAnalyzed and turned into key metrics like average handle time.
- DialingLeads dialed automatically, with the lead open the moment someone answers.
- PerformanceA real picture of how each remote employee works.
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No CRM on the market fit, and reporting meant exporting everything. One system now runs intake, cases and reporting.
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Every build starts with the Operations Diagnostic: one to two weeks to see how your business really runs.