Item: Talkdesk
Rating: 10
Author: Jessica Nelson

Overall Satisfaction with Talkdesk

Use Cases and Deployment Scope

Our entire company uses TalkDesk on a daily basis. We have multiple office locations in the U.S. and overseas, and it's been a great help since we opened a new office in Portland, Oregon. We are a ridesharing company and address many different concerns and issues with both riders and drivers.

Pros and Cons

Pros

Fantastic for listening back to calls and not only reviewing team members but ensuring we document calls correctly.
Allows us to select a certain greeting when the shift has a higher volume than expected
Specialists and managers are able to customize the front page of TalkDesk. Our managers can focus on SLA and our specialists can focus on average time length or number of calls in queue.

Cons

I think it would be fantastic if there was a side column to show which greeting is currently in use. Unfortunately, we sometimes forget to switch back to our normal greeting and it can hurt our numbers.
Specialists have made note that sometimes the call bar loses sound during a call. This causes them to disconnect and restart their widget.
I believe this is mainly to do with the internet, but there are some cases where the status of a specialist or manager will delay for a few moments.

Return on Investment

We find it easy and quick to connect our customers together on one line and monitor any discrepancies during a call.
The call recording has made sure we have thorough documentation of a call that cannot be altered.
Calls being dropped have a negative impact because we can create more animosity between our frustrated riders/drivers.

Alternatives Considered

I have not had the ability to use a program like this in a previous workspace. I have mainly used a landline with a multi-line function. I wish we did have a program like this, especially when working with a veterinary center because it would be easy to manage the calls and make sure we aren't dropping calls as quickly

Likelihood to Recommend

We have a specific team that needs to relisten to calls and document heavily, and it's amazing to see our managers have a quick and easy way to pull a call and send it to them. We also love the frequent updates, especially since we document our numbers every 2 hours and need accurate percentages. Mainly with the widget, there are some issues where someone will not be able to hear the customer on the other end and have to disconnect.

Talkdesk Feature Ratings

Comments

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Great program for our busy call center!