Quality assurance is essential for any contact center, but traditional QA processes can quickly become a drain on time and resources. When managers or QA specialists are manually selecting, reviewing, scoring, and documenting calls, there is a hard limit to how much work one person can accomplish.
Automated QA changes that equation.
With CallFinder, organizations can dramatically expand their quality assurance capacity without dramatically expanding their headcount. For approximately the cost of one full-time employee (FTE), CallFinder can provide the productivity equivalent of multiple employees, while also delivering the analytics, trends, and reporting teams need to make better decisions.
The Capacity Problem with Manual QA
There are only so many hours in the workday. One full-time employee can provide approximately 2,000 working hours per year. Those hours also have to cover meetings, training, administrative work, coaching, reporting, and other responsibilities.
That leaves limited time for manually reviewing customer conversations.
As call volume grows, QA teams are forced to make a choice: add additional employees or review only a small percentage of calls. Sampling may provide some insight into performance, but it can also leave thousands of customer interactions completely unreviewed. Important trends, compliance concerns, customer frustrations, and coaching opportunities can easily be missed.
From 2,000 Hours a Year to 2,000 Hours a Month
Automation removes many of the limitations associated with manual call review. While one FTE can deliver approximately 2,000 hours of work in an entire year, CallFinder can analyze approximately 2,000 hours of calls every month. That means organizations can gain the equivalent productivity of a much larger QA team without having to hire, train, and manage several additional employees.
Instead of spending hours listening to individual conversations, teams can use CallFinder to automatically analyze calls based on the metrics and criteria that matter most to their organization.
More Than Just Reviewing Calls
Expanding QA capacity isn’t simply about processing more conversations. CallFinder turns those conversations into usable intelligence.
Automated speech analytics can identify trends across large volumes of interactions and provide teams with information that would be extremely difficult to uncover through manual review alone.
With CallFinder, organizations can gain access to:
- Automated call scoring based on predefined QA criteria
- Trend data across agents, teams, locations, and time periods
- Data analysis that highlights recurring patterns and opportunities
- Automated reporting that reduces time spent manually compiling results
- Performance insights that help managers identify areas for coaching and improvement
Instead of asking QA teams to spend their time finding the information, CallFinder helps bring the information directly to them.
Give Your QA Team More Time for High-Value Work
Automation doesn’t eliminate the need for people. It allows people to spend their time where they can have the greatest impact. When QA professionals no longer have to manually listen to and score call after call, they can focus on interpreting results, coaching employees, improving processes, and addressing customer experience issues.
Managers can spend less time searching for problems and more time solving them. Rather than adding employees simply to keep up with increasing call volume, organizations can use automation to increase the productivity of the team they already have.
See More Than a Small Sample of Your Calls
Manual QA often means reviewing only a fraction of total customer conversations. That creates a visibility gap.
A handful of reviewed calls may not accurately represent an agent’s overall performance or reveal trends occurring across hundreds or thousands of conversations. Automated QA allows organizations to analyze calls at a much larger scale. With more conversations included in the analysis, leaders can make decisions based on broader, more consistent data rather than a limited sample.
That increased visibility can help uncover patterns involving:
- Agent performance
- Customer sentiment
- Compliance
- Sales opportunities
- Common objections
- Customer complaints
- Coaching opportunities
- Emerging trends
The more conversations you can analyze, the clearer the picture becomes.
Scale QA Without Scaling Headcount
Growing contact centers eventually face a difficult question: How do we maintain quality as call volume increases? Hiring additional QA employees is one option, but every additional employee comes with salaries, benefits, training, onboarding, equipment, management, and other costs.
CallFinder provides another path.
For approximately the cost of one FTE, organizations can gain automated QA capabilities with the productivity equivalent of multiple employees. As call volume increases, your ability to analyze customer conversations can grow without requiring your QA department to grow at the same rate.
Turn QA Into a Strategic Advantage
Quality assurance should do more than tell you whether an agent followed a script. It should help you understand what is happening across your customer conversations and what your organization should do next. By combining automated call analysis, scoring, trend data, and reporting, CallFinder transforms QA from a time-consuming manual process into a scalable source of business intelligence.
One FTE can provide roughly 2,000 hours of work per year. CallFinder can analyze roughly 2,000 hours of calls per month. That difference in capacity gives your team more visibility, more actionable data, and more time to focus on improving agent performance and the customer experience.
Expand Your QA Capacity with CallFinder
Your team shouldn’t have to choose between reviewing more calls and focusing on improvement. With automated QA from CallFinder, you can analyze more conversations, uncover more insights, and give your team the capacity to focus on what happens next.
