Cómo reducir interrupciones en agentes de llamadas (Full Transcript)

[00:00:00] Speaker 1: What approaches do you take to minimize interruptions from the agent and to adapt to different kinds of callers?

[00:00:06] Speaker 2: I would say that If the caller interrupts, there's a couple things I would say here So the ones that get you in trouble are kind of like the false starts or the utterances where you probably shouldn't have talked And I think that in general there the trade-off is really you have to wait longer, right? Obviously like if your latency is bad Like if you know it actually had been long enough that the person that you you know You should have known that they had stopped talking for long enough You should have known but like your you know, your transcription was late then you're in trouble But if you you know If you just are being too aggressive and how quick you talk after they talk the only option is to really like talk slower The converse of that is if they interrupt you that one's pretty easy.

[00:00:41] Speaker 3: You just kind of shut up I mean let them let them go It's easy to over index on the idea that like you have it perfect ultimately for every single call whether it's inbound or outbound Did you complete the task that you were meant to go do is the ultimate side of it, right? Like I think that's one thing too to just remember as you guys are building this piece out is we all want perfection That's what we all strive for but level setting the expectation that you know again did it accomplish what you intended it to do? Yeah, maybe there was some redundancy in the conversation. That's okay. But like it accomplished what it needed to do So it is a moving target.

[00:01:14] Speaker 2: I can just tell you that we're still playing around with it on a constant basis