weekly-call-analysis-feb10-13

# Weekly Call Center Analysis — Feb 10-13, 2026

**Prepared:** Feb 14, 2026  
**For:** Thierry — Sales Team Performance Review  
**Data sources:** Aircall/Ecoute transcripts (Feb 10, Feb 13). **Feb 11 file unavailable** (not found locally; Hetzner SSH unreachable).

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## Executive Summary

| Metric | Feb 10 | Feb 13 | Total |
|--------|--------|--------|-------|
| Total calls analyzed | 20 | 8 | **28** |
| Email addresses captured | 13 | 5 | **18** |
| No contact / IVR dead ends | 4 | 1 | **5** |
| Rejections (prospect refused) | 2 | 1 | **3** |
| Callbacks scheduled | 0 | 2 | **2** |
| Email capture rate | 65% | 63% | **64%** |

> ⚠️ **Feb 11 data missing.** File `/tmp/ecoute-feb11-transcripts.json` was not available on the server. This should be retrieved and analyzed to complete the weekly picture.

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## Feb 10 — Detailed Call Analysis (20 calls)

### Emails Captured (13)

| # | Agent | Prospect | Company | Email Captured |
|---|-------|----------|---------|---------------|
| 1 | **Nileina** | Caroline | Voyage Régences | `caroline@voyageregences.com` |
| 2 | *(unnamed)* | Dr. Yves Bélanger | Clinique dentaire | `dryvesbelanger@gmail.com` |
| 3 | **Véronique** | Mme Belrys | Déneigements 3 Rivières | `info@neigetr.com` |
| 4 | *(unnamed)* | Christian Tremblay | SBL Avocats | `c.tremblay@sblavocats.com` |
| 5 | **Véronique** | Satenik | Nettoyage et Entretien | `satenik.mailyian@ymail.com` *(spelling uncertain)* |
| 6 | **Lisa** | Skoulikas | Clinique Vétérinaire Liesse | `cvliesse@gmail.com` |
| 7 | **Nileina** | Mme Audrey | SBA Dent (Centre dentaire Beaulieu) | `info@sbadent.com` |
| 8 | **Lisa** | Noemi | XAV Solutions | `noemie@xavsolution.com` |
| 9 | **Lisa** | Jason | OneCleanAir | `service@onecleanair.ca` |
| 10 | **Nileina** | Lina Dufour | Services Flexibles Administratifs (SFA) | `ldufour@votresfa.com` |
| 11 | **Lisa** | Erica Picard | RE/MAX Québec | `erica.picard@remax-quebec.com` *(had delivery issues, re-spelled)* |
| 12 | **Véronique** | José Amnon/Imnote | Plambri HCB | `josee.a@plambri.hcb.com` *(spelling uncertain)* |
| 13 | *(unnamed)* | Valérie (gatekeeper) → Audrey | Centre dentaire | `info@sbadent.com` *(duplicate company)* |

### No Contact / Dead Ends (4)

| # | Agent | Target | Reason |
|---|-------|--------|--------|
| 1 | — | Caisse Desjardins Drummondville | Stuck in IVR, no human reached |
| 2 | Lisa | Longueuil Nissan | Transferred to voicemail, no answer |
| 3 | — | Steve Belliveau CPA | IVR only, no human reached |
| 4 | *(unnamed)* | Funeral home (salon funéraire) | Extended hold, no human reached |

### Rejections (2)

| # | Agent | Target | Reason |
|---|-------|--------|--------|
| 1 | *(unnamed)* | Voxsoft | "Already well-served, have an agency" |
| 2 | Francis | *(follow-up call)* | "Need to discuss with owners" — declined appointment |

### Partial / No Email (1)

| # | Agent | Prospect | Notes |
|---|-------|----------|-------|
| 1 | *(unnamed)* | Etienne | Referred to website for email; no email directly captured |

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## Feb 13 — Detailed Call Analysis (8 calls)

### Emails Captured (5)

| # | Agent | Prospect | Company | Email Captured |
|---|-------|----------|---------|---------------|
| 1 | **Monique** | *(general/gestionnaire)* | World's Gym Québec | `information@qgf.ca` — **Tagged "Vendu" ✅** |
| 2 | **Nilaina** | Laurence Galipeau | Communauté Hellénique / École Socrates | `lgalipeau@hcgm.org` |
| 3 | **Nilaina** | Mr. Powell | TD Bank (Small Business) | `powel.purtak@td.com` *(spelling uncertain)* |
| 4 | **Nilaina** | Sébastien Lamy | SL Financiers | `sebastien.lamy@slfinanciers.ca` |
| 5 | **Veronique** | *(re-sent email)* | Savoie | `savoie.d@hotmail.com` *(follow-up, prospect asked for re-send)* |

### Callbacks Scheduled (2)

| # | Agent | Prospect | Details |
|---|-------|----------|---------|
| 1 | **Monique** | M. Richard | Follow-up on Feb 4 email (unopened). Left callback# 581-702-7639 |
| 2 | **Veronique** | Savoie | Prospect asked to re-send email, agreed to call back next week |

### Dead Ends (1)

| # | Agent | Target | Reason |
|---|-------|--------|--------|
| 1 | **Veronique** | Evercall | Wrong number / language barrier |

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## Agent Performance Ranking

### Feb 10 (agents identified from transcripts — no metadata available)

| Agent | Calls | Emails Captured | Success Rate | Notes |
|-------|-------|----------------|-------------|-------|
| **Lisa** | ~6 | 4 | 67% | Consistent performer, professional approach |
| **Nileina** | ~5 | 3 | 60% | Good rapport, thorough email verification |
| **Véronique** | ~4 | 3 | 75% | Efficient, good conversion |
| *(unidentified)* | ~5 | 3 | 60% | Some calls lacked agent identification |

### Feb 13 (agent names in metadata)

| Agent | Calls | Emails Captured | Callbacks | Notes |
|-------|-------|----------------|-----------|-------|
| **Nilaina RAKOTOMALALA ANDRY** | 3 | 3 | 0 | **100% email capture rate** — top performer |
| **Veronique RAHASIMBOLATIANA** | 3 | 1 | 1 | 1 dead end (wrong number), 1 successful follow-up |
| **Monique ANDONIAINA** | 2 | 1 | 1 | 1 "Vendu" tag — only confirmed sale |

### Weekly Agent Summary

| Rank | Agent | Est. Total Emails | Highlights |
|------|-------|-------------------|-----------|
| 🥇 | **Nilaina / Nileina** | ~6 | Highest volume, consistent email capture, thorough |
| 🥈 | **Lisa** | ~4 | Solid performer, handles IVR navigation well |
| 🥉 | **Véronique / Veronique** | ~4 | Good follow-up skills, re-engages cold leads |
| 4 | **Monique** | ~2 | Only confirmed "Vendu" (sale), good follow-up technique |

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## CRM Cross-Reference (Zoho)

> ⚠️ **UNABLE TO VERIFY** — No Zoho CRM API access was available during this analysis. This is a **critical gap** that needs manual verification.

### Action Required: Verify These 18 Emails Were Entered in Zoho CRM

**High Priority (fresh captures — Feb 10):**
1. `caroline@voyageregences.com`
2. `dryvesbelanger@gmail.com`
3. `info@neigetr.com`
4. `c.tremblay@sblavocats.com`
5. `satenik.mailyian@ymail.com`
6. `cvliesse@gmail.com`
7. `info@sbadent.com`
8. `noemie@xavsolution.com`
9. `service@onecleanair.ca`
10. `ldufour@votresfa.com`
11. `erica.picard@remax-quebec.com`
12. `josee.a@plambri.hcb.com`

**High Priority (fresh captures — Feb 13):**
13. `information@qgf.ca` ⭐ (Vendu — must be in CRM)
14. `lgalipeau@hcgm.org`
15. `powel.purtak@td.com`
16. `sebastien.lamy@slfinanciers.ca`
17. `savoie.d@hotmail.com`

### Recommended CRM Audit Process
1. Search each email above in Zoho Contacts/Leads
2. Flag any missing entries
3. Verify "Vendu" tagged calls have corresponding deal records
4. Check if follow-up tasks were created for callbacks (M. Richard, Savoie)

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## Key Observations & Trends

### 📈 Positive
- **64% email capture rate** across 28 calls is solid for cold outreach
- Agents are consistent in their pitch (WebOrley/Berlie SEO report offering)
- Good gatekeeper navigation — agents regularly get past receptionists
- Follow-up calls show persistence (Feb 4 emails being tracked on Feb 13)
- One confirmed "Vendu" (sale) on Feb 13

### 📉 Concerns
- **~18% of calls (5/28) wasted on IVR/hold** — prospect list quality could improve
- Several email spellings are uncertain (transcription artifacts) — risk of undelivered emails
- **No Feb 11 data available** — significant gap in weekly analysis
- Some agents not consistently identified in Feb 10 transcripts (metadata missing)
- Agent "Etienne" call: prospect deflected to website — should have pushed harder for direct email

### 🔑 Recommendations

1. **Retrieve Feb 11 transcripts** — check Hetzner at `/tmp/ecoute-feb11-transcripts.json` to complete the picture
2. **CRM compliance audit** — manually verify all 18 emails above are in Zoho; establish automated pipeline
3. **Email verification step** — agents should repeat/spell-check emails before hanging up (some transcripts show confusion)
4. **Prospect list cleanup** — remove numbers that consistently hit IVR/voicemail to reduce wasted call time
5. **Agent training** — share Nilaina's technique as best practice (100% capture on Feb 13)
6. **Tag all calls** — Feb 10 transcripts lack tags; Feb 13 mostly "no-tag" except 1 "Vendu". Consistent tagging enables better analytics
7. **Callback tracking** — ensure the 2 scheduled callbacks (Richard, Savoie) have follow-up tasks in CRM

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## Data Notes

- **Feb 10 source:** `/tmp/ecoute-feb10-transcripts.json` (20 calls, 39KB, no agent metadata)
- **Feb 11 source:** `/tmp/ecoute-feb11-transcripts.json` — **FILE NOT FOUND**
- **Feb 13 source:** `/tmp/ecoute-transcripts.json` (8 calls, 22KB, includes agent names & tags)
- Transcripts are French (Québec), auto-transcribed with speech-to-text artifacts
- Email addresses extracted from phonetic spelling in transcripts — some may have minor errors
- Agent names on Feb 10 inferred from self-identification in calls; Feb 13 had metadata fields