If you only check a small percentage of your customer calls and you work in a regulated sector, there is a risk that unchecked calls may lead to breach of regulations with potentially serious consequences.
“I’m now re-assured that all our customer calls are being checked, greatly reducing our exposure to errors”
“I spend much more time managing the specific agents or calls that are flagged for a closer check”
“We find it much easier to deal with the seasonal peaks in our business, and our planned growth, without an increase in headcount.”
Compliance Manager, health insurance provider, US
Automatically scoring every call against your chosen criteria drastically reduces the risk of regulatory or compliance breaches.
Automatic scoring dramatically reduces the cost of assessing calls and can flex according to demand.
Quality management staff can be freed up to concentrate on the most important issue calls, improvements to processes, or agent coaching.