Automate 100% Call Assessments
Build queries based on your basic QA scorecard questions using the Query Builder. Examples: Approved ‘greetings’ phrases, notification that calls are recorded, RPC checking processes, offer acceptance, FCR checking phrases and call wrap-up phrases. Then start building your Quality Assessment Scorecard by selecting your QA-related queries and then assigning weightings per each query/check.
Identifying “silences” or ‘no-talk’
The solution can identify silences either within the call and agent-customer dialogue or post call when the customer has been disconnected from the conversation. Monitoring in-call silences are strong indicators of agent’s knowledge gaps or system issues. Post call silences will highlight agent ‘shenanigans’, call avoidance or dishonestly exaggerating supposed talk-time.
Monitoring for Compliance
Most contact centre will have a number of mandatory statements, phrases or specific words that agents are trained for and clearly instructed to use in the context of certain call types. For example: Agent instructed to use the exact statement.. “Do you understand that for quality and compliance, all calls are being recorded”. And a compliance requirement for the customer to respond with either the word “Yes” or “Yes, I understand”. Queries can identify ‘compliant’ calls as well as noncompliant calls based on the presence or the absence of these specific words or phrases.