Automatic call taggingCordless has a simple yet powerful
call-tagging feature, which allows automatic conversation tagging.
Call tagging tracks Packfleet's relevant keywords and phrases, automatically tagging all calls and making a positive impact in three major areas:
- A reduction in agents' post-call work. Agents don't have to tag calls manually, freeing up their time for higher-value tasks.
- Accuracy. Auto-tagging is more reliable - agents are busy, often on back-to-back calls, and it's only sometimes possible for them to tag every call.
- Auto-tagging processes 100% of conversations. With all conversations covered, they have the maximum amount of data to analyse.
The team can group delivery issues into distinct themes, allowing them to address each theme separately and quickly identify the root cause.
With the readily available data, they can focus on solving recurring issues, whether through improving the knowledge base for drivers or implementing changes in other departments, such as the product itself.