How does call AI know who is talking when the customer and the rep are on the same line?
It depends on how the call was recorded. If your phone system records each side on its own channel, speaker separation is close to trivial and highly reli…
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Call Intelligence
Transcription, intent, bookability and what calls reveal.
My booking rate dropped. How do I find out why?
Work through five causes in a fixed order: comparison error, mix shift, answer rate, capacity, then handling. Most people start at handling — blaming the …
How do you tell a lost call from one that just booked a few days later?
You define a matching window and look for the same customer showing up in the CRM after the call. Match on phone number first, then service address, then …
What does dead air on a call actually tell you?
Usually that someone is waiting on a system, not that the rep is unprepared. Silence early in a call generally means a lookup in the CRM or scheduling too…
How do I compare call handling across locations without the comparison being unfair?
Compare within call type, not across totals. Locations differ in demand mix, service area density, seasonality and staffing model, so raw booking rate ran…
How do I tell a real change in call volume from normal noise?
Compare the same weekday against a rolling multi-week baseline, not against the previous week or the previous month. Call volume has strong day-of-week st…
Call volume is down. How do I know whether it is seasonal or a real problem?
Compare the same weeks last year, not last month, and check whether the decline is spread across sources or concentrated in one. Broad, proportional decli…
How much should I trust sentiment scoring on service calls?
Treat it as a rough filter, not a measurement. Sentiment captures expressed emotion, which correlates only loosely with outcome. Emergency callers sound n…
Customers read card numbers out loud on recorded calls. What should we do about that?
The safest approach is not to capture the data at all: pause recording during payment collection, or move payment off the call entirely to a link or a sep…
What is the difference between call reason and call outcome?
Reason is why the caller phoned; outcome is what your business did about it. Reason belongs to the customer and outcome belongs to you, which is why they …
How many call categories should I actually use?
Fewer than you want, in two levels. Six to ten mutually exclusive top-level categories cover almost everything and stay stable across years. Put detail in…
How should inbound calls be categorized?
Use two separate axes: why the person called, and what happened. Keep each list short enough that a manager can hold it in their head — roughly a dozen re…
How do I set up call alerts that people will actually act on?
Alert only on conditions that have a named owner and a next action, and always pair a rate with a volume floor so small samples cannot trigger anything. C…
Bookings are down this month. How do I tell if it is marketing or the phones?
Walk the funnel in order and stop at the first number that moved. Total calls, then answered calls, then bookable calls, then booking rate on bookable cal…
How do I know whether my after-hours answering service is costing me jobs?
Measure after-hours demand from your own telephony records, not from the service's report. Then match every message the service says it took against recor…
How do you calculate booking rate correctly?
Booking rate is booked calls divided by bookable calls over the same period. Using total calls as the denominator understates performance and makes the nu…
What actually causes bad call transcription, and which causes can I fix?
Most transcription damage comes from the recording path rather than the speaker. Aggressive audio compression, mono mixing, low sample rates and hold-musi…
What happens to calls that come in after hours?
They go to voicemail, to an answering service, or nowhere. After-hours calls tend to carry higher intent than daytime calls, because people generally do n…
What is an abandoned call, and how much does hold time really cost?
An abandoned call is one where the caller hung up before reaching a person. Two kinds matter and they have different fixes: hanging up while ringing, whic…
What is the difference between a bookable call and a booked call?
A bookable call is one where the caller wanted work you actually perform, in an area you serve, and could have been scheduled. A booked call is one that w…
What is the difference between a missed call, an abandoned call, and a hang-up?
They fail at different points and they have different fixes. A missed call rings and nobody answers. An IVR abandon is a caller who quits inside the phone…
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