Automate call scoring allows your staff to focus on agent performance and process improvements. Deliver better results, quicker and at a far lower cost than manual call scoring.
“I spend less time listening to calls, and most of my time on coaching”
“We don’t randomly sample calls anymore – speech analytics tells us which agents need my help the most”
“I now have time to send interesting insights to other teams in marketing, customer support and product management”
“I have a more co-operative and open relationship with our agents – after a call is scored they can review & comment on the call themselves – and when we meet its about improving, not just listening to calls”
QM Manager, mid-sized contact centre, UK
Do you score 5% or less of your calls? How many interactions are going unchecked? See the full picture, quickly and inexpensively.
Do your quality management staff randomly audit a few calls, for each agent, each month? With speech analytics every call can be checked, freeing staff to concentrate on important calls, agent coaching or process improvements.
Automatic call scoring means you quickly identify what support each agent may require, to help make them more productive.