Call Monitoring
AI Solution
for Contact Center Quality Management
This innovative and path-breaking AI Solution monitors contact center phone calls for call quality assurance and can check whether agents are following defined procedures.
The Impact of Poor Customer Service
According to recent studies, poor customer service can cost global businesses trillions of dollars every year. An estimated $75 billion is said to be lost each year by U.S. businesses alone, all due to poor customer service.
Common Customer Service Problems:
Why is it important to rigorously monitor customer service phone calls?
In order to drive agent performance, call center managers need to understand the gaps in agent interactions with customers. A robust call center Quality Assurance process aids in performance management by identifying specific opportunities in behaviors and skill sets for each agent so that targeted coaching can occur. Call monitoring is a vital component of the quality assurance and training process, as it helps to identify specific gaps. It not only facilitates feedback for skill improvement purposes but identifies instances where agents may have committed fraud or may have misled customers into buying a product.
The Challenge with Contact Center Call Monitoring
The Sample Size Problem
Due to the sheer volume of phone calls made daily, using traditional methods of manual monitoring less than 1% of all recorded phone calls can be monitored for quality assurance and training purposes.
Undoubtedly, less call monitoring means more errors, more misleading phone calls and other consequences. This is especially problematic when customer interactions are subject to regulatory compliance, because up to 99% of calls are a fine or a lawsuit waiting to happen.
The AI Solution
With the help of AI, we can monitor large volumes of phone call recordings to fill in the gap of over 95% of customer interactions that traditionally go unmonitored. Also, our AI solution eliminates human bias in the call evaluation process, leading to highly accurate and consistent call ratings.
How does it work?
Call Center QA programs utilize a team of QA specialists (or direct supervisors), to listen to customer calls and score each agent on an evaluation form that includes all the desired behaviors and skills that should be demonstrated during a customer interaction. While a lot of the desired behaviors are related to soft skills, a few of them are mandatory parameters related to compliance which have business or legal implications. It is this evaluation form, which is the basis for creating the AI tool, as it helps us create the AI Algorithm for the call Scoring Model.
Benefits
Successfully monitoring the bulk of your customer interactions has huge benefits. It gives the contact center visibility into what’s happening on the phones every day, allowing you to take corrective measures to ensure adherence to procedures and calling standards. This can drastically reduce failure rates while improving customer satisfaction. This in turn has a domino effect causing a reduction in costs and an increase in revenues and profits.
Use Cases
The call center call quality assurance AI tool is specially designed for monitoring contact center phone calls for various verticals and businesses.
These include:
