Intelligent call centre quality assurance
Quality assurance (QA) is an essential component of a successful call centre. QA supports almost every aspect of the customer experience and has a direct impact on the business’s bottom line.
Dec 17, 2020
QA programs provide opportunities for continuous improvement, touching on development, rollout and calibration of customer interactions. With the support of advanced speech analytics, QA specialists can gain much deeper insights compared to traditional QA methods that can only address a fraction of all customer interactions.
How artificial intelligence supports call centre quality assurance
Speech analytics powered by artificial intelligence (AI) is changing the way QA programs achieve their goals. AI enables processes to become more thorough, more automated and more accurate. Speech analytics not only enable monitoring of 100% of all calls, but also help managers to develop feedback that is highly relevant to each agent.
Ultimately, it is a call centre’s agents who are most directly responsible for delivering a consistently positive customer experience. A single interaction can either create a loyal customer or turn someone away forever. Until now, managers have struggled to manage full assessment of all interactions as it has been impossible to monitor all calls. Now, with AI solutions like Daisee, QA teams can achieve more with the same amount of resources.
Speech analytics can transform the way call centres perform. With deeper insights and more personalised feedback, QA analysts can recommend targeted training to achieve full script adherence and compliance. Plus, supervisors and managers gain the ability to develop better learning and development programs. Automation is crucial for the continuous improvement of call centre operations.
Support your call calibration process
Regular call calibration sessions are essential for the continued success of a call centre. However, calibration can often seem too subjective to agents and, as a result, they may not fully absorb the session’s takeaways. QA teams have traditionally had their hands tied, because they aren’t able to monitor 100% of calls with much efficiency.
AI-powered solutions can help the QA team to develop much more impactful calibration sessions. With speech analytics, QA specialists can:
- Identify materials to review.
AI-powered data collection enables the QA team to select relevant calls, emails and chat logs to review during the session.
- Monitor agent performance.
AI-analytics can provide a clear picture of each agent’s performance over time. This will help to keep agents and QA specialists in sync with one another.
- Develop more accurate session summaries.
The QA team can utilise AI-driven scorecards and evaluations to develop calibration summaries that benefit agents’ continued improvement.
- Improve quality standard definitions.
With detailed performance insights, QA team leaders can develop better definitions of quality standards, which will help them to conduct feasibility studies and develop training materials.
Move beyond outdated evaluation forms
Traditional paper-based score cards and static digital forms are outdated methods of evaluating agents. These evaluation methods limit managers’ ability to provide agents with personalised feedback. AI solutions can fully replace these outdated methods with modern, automated, responsive dashboards that drive quality improvement.
An AI-powered solution like Daisee ensures a flawless customer experience with a Programmable Scorecard™. Unlike a static digital evaluation card, an AI solution works in tandem with a media player to provide deep analysis of every call. In addition, managers can apply scorecard filters to ensure QA teams evaluate the appropriate section of each interaction.
The scorecard can also show script adherence to help ensure that problematic calls are routed for immediate remediation. Intelligent software can support both verbatim and non-verbatim script adherence, so managers can provide agents with the right amount of flexibility. Combined, these features enable the QA team to better understand trends and help agents achieve the best possible customer experience with every interaction.
Improve agent performance
Call centre agents are essential to building customer loyalty and driving business growth. AI-powered software is designed to add value to human interactions. With the support of advanced technology, agents can better understand why customers are calling so they can provide targeted, personalised support.
Customer experience is a key driver of business growth. When agents have the support of AI and rapid speech analytics, they’re better able to improve customer satisfaction in near real time. With the deep insights of AI, agents can increase the likelihood of first-call resolutions, for example. And when customers need additional support, AI identifies these needs for additional follow up.
When agents need to follow a script, AI can help to keep them on the right track. This creates a more stable and consistent customer experience. In addition, script compliance can generate cost savings through the flagging of high risk calls and the explanation of failed calls. When more callers leave satisfied, they are more likely to remain loyal. It’s more cost-effective to keep customers than to gain new customers, so the more loyalty agents can drive, the more they can support broader business objectives.
In addition, AI solutions like Daisee monitor 100% of calls, which means a much higher level of risk mitigation. Enhancing compliance at this level can potentially save the business millions in fines. Plus, the QA team can develop training programs to address specific, unique trends that have a direct impact on the bottom line. By pinpointing elements of a call that are not yet optimised, the QA team can deploy targeted training to address trends and raise the quality of customer interactions over time.
Remember, AI augments human behaviour. Customers still prefer to speak with humans over chatbots and similar fully automated solutions. Forward-thinking companies utilise AI to enhance agent performance and deliver the type of experience that customers want and expect.
Keep your business ahead of the competition
After the events of 2020, QA teams understand that the standard of quality can shift at a moment’s notice. AI-powered solutions can help QA specialists and agents to adapt to changing standards of quality during uncertain times.
AI solutions like Daisee leverage an advanced type of technology called Natural Language Understanding (NLU) to derive meaning from conversations. This ability enables QA teams to directly facilitate best practices in near real time. Even when the definition of quality changes, AI solutions can help to ensure that agents have everything they need to provide a consistent and compliant customer experience with every interaction.
Customer service excellence is expected from organisations regardless of external circumstances. In an unpredictable world, AI supports QA teams in creating effective programs. For example, if call centre agents aren’t able to come into the office, AI can help to mitigate the risks of remote work. This way, QA leaders can maintain high levels of customer satisfaction, even when facing unpredictable circumstances.
A proven way to enhance call centre quality assurance
AI call centre solutions are not just a promise of the future — many organisations have already leveraged advanced speech analytics to achieve best-in-class service and comprehensive support for every customer interaction.
Consider the challenges faced by call centres today:
- The process of reviewing customer interactions is time-consuming and resource-intensive.
- Managers have limited insight into issues related to non-compliance.
- Coverage of interactions is highly susceptible to human error.
By implementing an AI solution like Daisee, call centres can gain several competitive advantages:
- Constant automated analysis of 100% of calls enables organisations to achieve high levels of efficiency and accuracy.
- Managers can provide personalised and actionable feedback on agent performance.
- The ability to mitigate risk earlier saves time when coaching behaviors are necessary for compliance.
These benefits are just a sample of what’s possible with AI-powered speech analytics. Check out our recent case study to see how Daisee helps to enhance operations at MYOB, a multinational tax, accounting and business services software company.
To learn more about how to gain the benefits of speech analytics at your organisation, get in touch with the experts at Daisee today.