Telvana Guides
Field notes on AI in the contact center.
Practical writing on voice AI, call automation, and the operational details that decide whether a caller gets helped.
Latest
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Metrics and operations
Call Center Quality Assurance: What to Score
A weighted QA scorecard you can copy, the arithmetic for how many calls you have to score before a quality gap is real, and how to calibrate reviewers.
· 14 min read
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Outbound calling
Predictive Dialer vs AI Agents: How to Choose
What a predictive dialer predicts, the agent count each campaign needs for it to work, the three percent abandonment ceiling, and when AI agents fit instead.
· 11 min read
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Inbound calls and IVR
Conversational IVR: What It Is and What It Changes
What conversational IVR is, how it differs from a touch-tone menu and from an AI agent that finishes the call, and a worksheet for auditing your own menu.
· 11 min read
AI agents in the contact center
What AI agents handle on calls, texts and web chat, and how contact centers add them.
2 guides
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Conversational AI for Customer Service: What It Handles and How to Test It
What conversational AI for customer service handles on calls, texts and chat, how it fails, and a 12-conversation test to run before any customer hears it.
· 13 min read
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AI Call Center: What AI Agents Handle and How to Add Them
The three products sold as AI for call centers, which calls an agent can take end to end, where to deploy one, what it costs and which metrics move.
· 11 min read
Inbound calls and IVR
Phone menus, call flows, and getting callers to an answer sooner.
1 guide
Outbound calling
Reminders, confirmations and campaigns by call and text.
3 guides
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Predictive Dialer vs AI Agents: How to Choose
What a predictive dialer predicts, the agent count each campaign needs for it to work, the three percent abandonment ceiling, and when AI agents fit instead.
· 11 min read
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Outbound Call Center: How to Set Up and Run One
What an outbound call center is, the programs it runs, a spec sheet to fill in before the first dial, the federal pacing rules, and the metrics to run it on.
· 15 min read
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AI Outbound Calling: How It Works and Which Calls to Automate First
How AI outbound calling works in a contact center: what the agent does on the call, which call types to automate first, the rules, and the real limits.
· 11 min read
Metrics and operations
The numbers contact centers run on, and which ones AI agents move.
3 guides
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Call Center Quality Assurance: What to Score
A weighted QA scorecard you can copy, the arithmetic for how many calls you have to score before a quality gap is real, and how to calibrate reviewers.
· 14 min read
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Average Handle Time: How to Calculate AHT and Reduce It
The average handle time formula, why the same half hour can produce four defensible AHT numbers, what a good AHT looks like in real data, and how to lower it.
· 15 min read
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Call Center Metrics and KPIs: What to Track
The call center metrics and KPIs worth tracking, the formula for each, what makes each one misread, and how to pick the five numbers your team runs on.
· 16 min read
Choosing a platform
AI call center software, outsourcing, and how to compare your options.
1 guide
Put AI agents to work in your contact center.
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