Talker Delay is a significant and innovative feature, intended and developed for Agent Assisted Dialer. The objective of this feature is to notify the Talker (Sales Rep) if there is any delay in response to the prospect (after call transfer from the dialing agents) of about two seconds or greater, for the two consecutive calls.
Talker Delay = Delay in response of >=2 seconds for two consecutive calls
There are no specific settings required for enabling this feature. By default, the Talker Delay feature will be available and enabled for all the organizations.
As part of this enhancement, a new Notification icon has been introduced in the Phone Status bar, which will be enabled and displayed on a request basis.
Upon clicking the icon, the Delay after Transfer – Notification window will be displayed. By default, the Talker Delays (if any) made by the Talker during the last seven days will be displayed. This helps Talker to avoid the recurrence of talker delay in the subsequent calls.
Click the Close button to close the Delay after Transfer – Notification window.
The Delay after Transfer – Notification window displays the following details:
- Account Name – Prospect’s company name
- Contact Name – Prospect name
- Connected on – Date & Timestamp when the call gets connected
- Delay after Transfer – Duration of delay in response to the prospect after call transfer
If there is no talker delay and no pending notifications to view then the below message will be displayed when clicking the Notification icon.
In addition, Koncert alerts the Talker with different types of Warning messages (as shown below) to visually make them realize the severity of delays, which may lead to losing the prospects and impact the business.
The warning messages below will be displayed during the session, when:
- clicking the ‘Save & Go’ button in the Call Disposition window, after a talker delay of two consecutive calls in a week
- clicking the Start Session or Resume Session button in the My Session tab, after a talker delay of two consecutive calls in a week
Warning 1 – “NO NO” – For the first two talker delays made by the talker in a week
Warning 2 – “OOPS…” – For the third and fourth talker delays made by the talker in a week
Warning 3 – “Don’t do this again” – For the fifth and sixth talker delays made by the talker in a week
Warning 4 – “Keep in mind” – For the seventh and eighth talker delays made by the talker in a week
Warning 5 – “ENOUGH” – From ninth to ‘n’th talker delays made by the talker in a week
Click on the I Acknowledge button to acknowledge and to close the Delay after Transfer – Warning window.
After a week (from Monday), the notification counter will be reset and starts from zero for the subsequent week.
Please contact Koncert Support for any questions at email@example.com or 603-952-2505.