The implementation of functionality that allows the typing of answered voice calls is key to improving service quality, optimizing internal processes and offering more agile responses to customers. This feature allows you to record relevant information about the reason for the call, its resolution and any additional necessary action.

By integrating this option into Respond, you can:

• Better case monitoring: By typing each call, a clear record is left that facilitates the continuity of the service if another agent must intervene.

• Data analysis and reporting: It allows us to generate accurate reports on the reasons for customer calls. This supports informed decisions to improve processes or training.

• Regulatory compliance and internal control: In regulated sectors, having records organized by type of interaction is essential for audits and legal compliance.

• Training and continuous improvement: It makes it easier to identify training opportunities by having a clear picture of the most common types of cases and how they are being managed.

Desired result:

• Allow the agent to select a closing note or typing note at the end of a voice call within the Respond interface, depending on what happened on the call.

• Use the same endnotes for chat channels and have the same options to make it mandatory or not to add the note or summary.

Use cases:

• Standardized registration of reasons for contact: Example: A customer calls for a technical question and is typified as “Technical Support”, facilitating future volume and response analyses.

• Generation of key indicators (KPIs): Knowing how many calls were technical, commercial, billing, etc., allows us to measure team performance and adjust resources.