Post-Call Analytics

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Did you know? Almost 65% of companies use monitoring software to track agent performance.

1. What is Post-Call Analysis?

‍Post-call analysis refers to reviewing and evaluating customer interactions after a call ends. It involves studying transcripts, sentiment, agent performance, and outcomes to improve quality and customer satisfaction. Convin automates post-call analytics with AI, helping teams uncover insights instantly.

2. What is Call Analytics?

‍Call analytics is the process of collecting and analyzing data from customer calls to understand behavior, agent performance, and call outcomes. It helps optimize scripts, reduce handling time, and enhance customer experience across channels.

3. What does Postcall mean?

‍Postcall means the stage after a customer call ends. It includes activities like updating records, running analytics, scoring agent performance, and capturing customer sentiment, all part of post-call processing and insights.‍

4. What is the Main Purpose of Post-Call Customer Service?

‍The main purpose is to improve future interactions through analysis and feedback. Post-call analytics help identify trends, coaching needs, and CX gaps so businesses can continuously enhance service quality. Convin enables this through automated dashboards and conversation intelligence.

Discover how Convin’s AI turns post-call data into actionable insights.