Perfect Communication Tool
Updated July 21, 2023
Perfect Communication Tool
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Talkdesk
We receive calls from drivers, dispatchers, and companies requiring Emergency Road Service. I work 12 hour days. I am using Talkdesk during my entire shift. I am also able to review my calls in case I question an item that was needed i.e. tire size, or location of the breakdown. With Talkdesk I am also able to select a disposition of the call so reporting to upper management is easier. They can simply pull the reports. I am also able to forward a call to another agent or tech easily. This program works seamlessly w/ my Dell Computer and doesn't use a great deal of RAM.
Pros
- Being able to easily review my calls
- Know who is online w/ in our organization and change the skills that each member has.
- Callers are able to input their account # and event # so accessing their information is faster and more efficient.
- Able to customize the dispositions of calls for ease of tracking.
Cons
- Being able to call a co-worker when they are in 'After Call Work - Online' instead of just when they are in 'Available'.
- Sometimes w/o my knowledge the setting change.
- I would like to be able to change the ring tone.
- I have been experiencing dropped calls, that require I clear my cache.
- Increased agent productivity - agents are concerned w/ the Service Level %
- I am not privy to the revenue figures.
- Knowing how long a customer is in the queue.
I personally do not report outages or software issues. I do know from my side, we have not been w/without our phones and for more than 15 minutes the absolutely most, and never on my shift. So the product is stable and does not experience any issues at all.
We do not use multiple Talkdesk products together. We use only the Call Bar.
I honestly do not remember what program we had prior to Talkdesk. That in itself says a lot. It was nothing compared to what Talkdesk is capable of. I do remember it being limited as to the different options that were available. I truly believe the move to using Talkdesk was an immense improvement to what we had.
Do you think Talkdesk delivers good value for the price?
Yes
Are you happy with Talkdesk's feature set?
Yes
Did Talkdesk live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Talkdesk go as expected?
I wasn't involved with the implementation phase
Would you buy Talkdesk again?
Yes
Talkdesk Feature Ratings
Using Talkdesk
204 - We dispatch for Emergency Road Services. We have customers all over the United States and bottom half of Canada.
8 - Our Coaches submit tickets to Talkdesk for any ongoing issues i.e. downtime. Although for simple fixes like asking a dispatcher to dump their cache or do a restart is handled by Coaches on duty at the time.
- Being able to record conversations
- Disposition of calls for tracking purposes
- Being able to track service level of employees.
- Using two call bars, when needing to contact a tech and have that call recorded as well while the first call can be on hold.
- Being able to customize list of dispositions to 'fit' our company
- Having individual lines for each 'big' customer - caller ID would then have that company acc't # in the ID
Evaluating Talkdesk and Competitors
Yes - I honestly do not remember what we used prior to Talkdesk.
- Integration with Other Systems
- Ease of Use
It is important that our programs work together for a smother operation. That will ensure our customers receive timely responses to there needs. It is also important to have a user friendly product. Not everyone is computer savvy although they are great employees and great working w. our customers. So it is important they will also be able to function w/in the program in a fluid and efficient manner.
Again, I was not involved in the process.
Talkdesk Implementation
- All of our employees work remotely - so knowing for sure if everyone was secure in knowing the product was difficult.
- People learn differently - so the need for visual and audio demonstration was needed
Talkdesk Training
Configuring Talkdesk
No - I am not on that side of the company. So I only get to use the product and if there are issues to make sure they are reported in a timely fashion. Most generally that is through 'Teams'.
Again, I am not on that side of the company. So, I am not even sure what is available and what isn't. That being said, I do not know what our company had customized to fit our needs.
Talkdesk Support
| Pros | Cons |
|---|---|
Quick Resolution Good followup Knowledgeable team Problems get solved Immediate help available Support understands my problem Support cares about my success Quick Initial Response | None |
Unknown what was purchased, I am not on that side of the business. I would assume they did only because of the volume of calls and employees that utilize the system. It would be a better value than having issues that would not be able to get solved in a timely manner.
Using Talkdesk
| Pros | Cons |
|---|---|
Like to use Relatively simple Easy to use Technical support not required Well integrated Consistent Quick to learn Convenient Feel confident using Familiar | None |
- Answering calls
- Changing out bound lines
- Using the directory
- Selecting Dispositions of calls for tracking purposes.
- Only having seconds to select 'After Call Work' in order to not get another call right away.
- While on the phone the color of the selections i.e. 'Hold Field' is so light they are hard to see.
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