We at TeleCMI recently released a very useful feature called ‘Call Hang Up Analysis,’ with this, you can identify an actual reason behind call hang ups or disconnections for incoming and outgoing calls.
Call Hang up Analysis in Detail
Previously, it was unclear for team managers to identify the reasons for disconnected and missed calls, inbound and outbound. Now, this new call hang up analysis feature allows supervisors to view the detailed reasons behind each disconnected and missed call.
For example, say Mike is working as a sales manager at ABC company, under his guidance, he is managing three sales representatives, Ben, Jhon, and Julia. So whenever the sales reps handle client calls in TeleCMI, the calls are recorded in the reports. One day Mike realized to analyze the call hang up reasons for the inbound and outbound calls in the call reports of his sales reps. Apart from missed calls and client-initiated hang ups, he figured out that most call hang ups are initiated by agents than clients. As a result, he uses this data to evaluate the performance of his sales team.
This latest feature is helpful in many ways, such as analyzing agent performance and customer behaviors and identifying the person responsible for call hang ups (customer or agent).
You can view call hang up causes for all missed and disconnected calls under the ‘hang up cause’ in the downloaded call report. Additionally, you can also view ring seconds data for each call.
Call hang up causes can be tracked for both incoming and outgoing calling scenarios, to give you an overview, we described below call hang up causes for outbound calls.
Understanding Outbound call hang up causes in the outbound call report
1. No answer - Denotes agent triggered an outbound call to the customer (recipient), but the receiver didn’t pick up the call.
Example: Agent (Ben) made an outbound call to the customer (Jhon), the call rang for 40 seconds, and Jhon did not attend the call. As a result, it’s recorded as ‘no_answer’ in the outbound call report.
2. Hangup by customer: Denotes agents initiated an outbound call to the customer. After ringing for 20 seconds, the customer rejected the call.
Example: Agent (Ben) made an outbound call to the customer (Jhon), after ringing for 20 seconds, Jhon rejected the call. As a result, it’s recorded as ‘hangup_by_customer’ in the outbound call report.
3. Call disconnected: Denotes agent made an outbound call to the customer, but he disconnected the call within a few rings before the customer attended the call.
Example: Agent (Ben) made an outbound call to the customer (Jhon), the call rang for 3 seconds, and the agent (Ben) disconnected the call before the customer (Jhon) answered the call. As a result, it’s recorded as ‘call_disconnected’ in the outbound call report.
4. Hangup by agent: Denotes agent made an outbound call to the customer, but he disconnected the call as soon as the customer picked up the call.
Example: Agent (Ben) initiated an outbound call to the customer (Jhon), once the customer (Jhon) attended the call, the agent (Ben) disconnected the call within 3 seconds of answering. As a result, it’s recorded as ‘hangup_by_agent’ in the outbound call report.
Thus, the above call hang up data can be useful for sales managers like Mike (discussed above) to evaluate the team performance and optimize client communications.
Like the above, it’s vice versa for the ‘inbound call hang up causes,’ which can be viewed in the incoming call report.
To make TeleCMI more beneficial to existing customers, we’re constantly updating our system with new features and enhancements, making business and customer communications easier for organizations. Stay tuned for more such updates in the future and upcoming months.
Full-time content marketer with 4 years of experience in B2B content creation.
He covers topics around VoIP, cloud telephony, contact center, and business
communications at TeleCMI. Passionate in crafting content that entices the