Quality Assurance

Meet your customer expectations, make excellence the identity hallmark of your company.

Study your processes in order to improve them and detect vulnerabilities and recurring problems that cause them to be neither efficient nor smooth. Sometimes, it is not the whole process that fails, but there are points in it that are not being the most optimal.

Recordia® AI technology help you

Make sure your processes and policies meet the highest standards to improve the customer experience throughout the value chain.

  • TIdentify risks and inefficiencies in processes and policies and gain insights to reduce costs, making your processes smoother and more efficient.
  • Collaborate with different departments, sharing transcripts within the enhancements’ projects or proposals.
  • Enhance the efficiency of your identification processes by decreasing recognition time and the rapid mismatch recognition.
  • ZBuild procedures based on best practices and actions correlated with higher satisfaction ratings and set effective KPI’s.

Employee Trainig for Quality Assurance

To ensure that your processes follow quality standards and know how to meet them, you should understand what your agents are doing and saying on calls to your customers.

That’s why you need to train agents in methods and processes that ensure your company’s quality standards. Thanks to Recordia® AI technologies, you will be able to capture, index and analyze 100% of your calls and interactions to know how the processes established by your business are being carried out, the quality of your agents’ calls and who are the best ones.

With Recordia® technologies, you will quickly gain a new level of insight into the organization’s services and compliance standards, helping you identify employees who need training to improve and reveal procedural steps that cause either compliance or quality issues.

Train your agents individually and empower them with real scripts and quality content so that they can effectively address customer demands and inquiries. In this way, you will ensure that processes meet established standards and compliance, and you will be able to make improvements in process efficiency and quality.

FAQ’s

How can Speech Analytics help me identify a process that is not working efficiency?

You can set specific Keywords and Categories that represent problems or inefficiencies related to the parts of the value chain of your business that interest you specifically to address or that suppose a cost increase, therefore you will be aware if the categories you established are being repeated constantly and the biggest concern.

How can I know what causes the highest dissatisfaction rates?

You can correlate the satisfaction to different topics and agents, this reveals which topics and keywords have the poorest satisfaction rates, if you want to deepen the analysis, you can discovery the root by listening to calls or read their transcriptions to find what is causing the dissatisfaction as well as investigating further into keywords and categories.

How can I know if my team are not accomplishing the quality standards set?

Recordia® will show you poor satisfaction rates for every agent, you can investigate the calls or transcriptions to find out how they are performing. You can also set keywords that represent bad practices that will warn you in case your agents pronounce them.

Discover the power of Recordia® and unlock your full potential!

Our team of seasoned experts will guide you towards the best approach to overcome any obstacle with ease. Contact us now and experience the ultimate solution to all your needs!

Use Case

Find out more about our Quality Management in the Contact Center use case.

Use Cases

Learn more about Recordia® and its different use cases.