The benefits of Artificial Intelligence for Contact Center Quality Assurance 

by | Apr. 2022 | Speech Analytics

In Contact Centers, quality assurance has always been a critical part of improving agent performance, ensuring compliance, and enhancing the customer experience.  

When we talk about quality in a Contact Center service, we refer to its ability to meet both the needs and expectations of a customer. For instance, if only the needs are met, but not the expectations, in other words, if the user solves the problem, but has to wait in line for more than 15 minutes and explain his problem three times, his level of satisfaction will be low.  

But, when we focus on Contact Center quality assurance, there are major inefficiencies caused by manual, costly, slow, and subjective auditing processes and that is why artificial intelligence solutions come into play. 

Today we have tools such as Speech Analytics that allow us to optimize the monitoring and auditing processes. These technologies make quality management more efficient, both by managing the performance and skills of individual agents and by evaluating overall quality indicators for the company and help to create quality control programs that ensure continuous improvement and business growth. 

Download Now: Quality Management in the Contact Center

What efficiency issues do we face when performing quality audits?  

The sample of calls you can audit.

The volume of calls to be audited is very small, 5 to 10 calls per month per agent, when each agent can make up to 50 or 60 calls per day. Not having a representative sample may result in having an unrepresentative perception of the business and the impossibility to determine how these failures, inefficiencies, or customer dissatisfaction are really affecting the service. In addition, given that the quality processes are random, by the time the problem is detected, it has been a long time since the customer expressed it.

Subjectivity.

Traditional quality audits are subjective and depend on the auditor, despite being based on a parameterized script. Some parameters such as sympathy or politeness are highly subjective and emotional, difficult to assess objectively.  

Audit time vs. agent feedback time.   

When call quality audits are performed manually, the auditor spends a lot of time on the audit and very little time on agent feedback, which leads to gaps in agent training and performance monitoring.

What are the benefits of Quality Audit Automation with AI and Speech Analytics?  

Artificial intelligence solutions dedicated to call analysis with Speech Analytics bring numerous benefits to Contact Center quality and, simultaneously, to agent training and coaching, which translates into a better customer experience.

With Speech Analytics it is possible to analyze 100% of the conversations automatically and in a short time. It allows you to extract data from interactions for quality control and general metrics such as call duration, talk time, and silences. In addition, keyword and sentiment analysis brings to light hidden data that cannot be detected by eavesdropping. All this makes the auditing process more agile and objective.

For Contact Center quality:  

  • Evaluating the quality of 100% of voice calls faster, with less subjectivity and greater accuracy, making processes more efficient and better.  
  • Ensuring script compliance and reducing missed calls due to non-compliance.  
  • Contact Center processes becoming unified and improved.  
  • Individual indicators are aligned with company indicators to assess how agent performance impacts business results. 

To train and coach agents:   

  • Evaluating and quantifying agent performance.   
  • Identifying the strengths and weaknesses of all agents and assessing the gap between the skills required by the operation and the actual skills offered by the team. 
  • Detecting and prioritizing agents in need of training.   
  • Reducing training time for new agents.  

For customer experience:  

  • Reducing silence and hold times.  
  • Making calls more personalized and tailored to customer needs.  
  • Getting every customer evaluated, providing the company with information about their expectations and needs, to satisfy them. 
  • Quick and effective detection of calls with arguments or potential issues to troubleshoot them as soon as possible. 

With solutions based on artificial intelligence such as Recordia, Contact Centers can automate the quality control of their processes and their service to enhance their key indicators, provide a better customer experience, and a higher incentivization of agents through training and coaching adapted to their needs.   

Integrating Speech Analytics with business intelligence means going beyond quality control in contact centers and achieving another level of service quality. Agents work more productively and, therefore, customers are more satisfied. Continuous improvement is what allows a company to become more competitive because it not only aims at quality but also at excellence. 

Find out how Recordia helps Contact Centers automate quality audit processes by clicking here.