CallType is a measure of caller contact motive. It is determined by the caller, not the queue (e.g. callers will use an acquisition phone number to report a service or technical concern, resulting in inaccurate performance and service statistics.)
Call Intelligence analysts listen to interactions to determine CallType. CallType is essential in determining the effectiveness of call distribution strategies and transactional structures.
The structures of sales, service, and technical support interactions are inexorably linked to CallType, as are the desired outcome. Most organizations work with aggregate characterizations of Contact Motive resulting in inaccurate or overly-generalized intelligence.
Using our decades of experience, Call Intelligence provides a granular view of Contact Motive resulting in segmented, actionable intelligence.
CallTypes
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