Agent Script Compliance

Quickly identify non-compliant agents using CallFinder’s automated tools and agent insights to improve call center scripts and ensure agent script compliance.

Improve Agent Training & Call Center Scripts

A challenge for any contact center is to identify skill gaps so management can deliver appropriate training to improve agent call outcomes. With traditional, manual monitoring, it is very difficult to evaluate every call handled by the agents, producing less than consistent results. With a speech analytics solution, you gain a more accurate understanding of your agents strengths and training needs to help you improve call center scripts and agent training programs.

Agent Script Compliance & Risk Mitigation

Failure to follow a mandatory script or business process leads to issues with customer satisfaction and efficiency, and could put your business at risk if you operate in a regulated world. Disregarding a single non-compliant event on just one call with a customer can lead to expensive litigation and losing the customer’s trust. Using CallFinder to search calls for keywords and phrases from the script helps pinpoint non-compliant calls and offending agents, providing a jump on risk mitigation and the development of improved training programs to ensure one hundred percent (100%) compliance.

Video Testimonials

“Before CallFinder, our QA process was completely manual. If you need to free up some time with scoring calls, then absolutely speak with CallFinder.”
Nicole Crawford
Quality Assurance Specialist, Centris Credit Union
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Jennifer explains how CallFinder helped her team increase admissions by giving Managers more time to spend on coaching agents to handle calls with empathy and compassion. Learn why they chose CallFinder to revolutionize the way they supervise employees.
Jennifer Small
Lead Admission Specialist at Aware Recovery Care
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“Our member experience score has gone from 4.3 in January to a 4.7 in June, because we’ve been able to focus on soft skills.”
Cheryl Beams
Service Manager, Verve, a Credit Union
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Benefits Of Agent Script Compliance

Save Money

Prevent fines and lawsuits with automated monitoring vs. random sampling or manually listening to calls.

Save Time

Save the compliance manager’s time by exposing non-compliance instances automatically.

Save Customers

Scripts ensure a consistent customer experience, which improves customer satisfaction and reduces churn.

Monitoring Agent Script Compliance With Scorecards

Contact centers often employ scripts to ensure a positive customer experience through a consistent approach to customer interactions. CallFinder will automatically score the agent side of a conversation for following script compliance guidelines based on key phrases that are present or absent in the conversation so supervisors know where agents are following best practices. With CallFinder’s automated scorecards, your business has immediate access to valuable insights and data to help you improve scripts and ensure compliance.

CallFinder's Automated Contact Center Monitoring Solution

Advanced Features That Give You The Necessary Data To Ensure Compliance

Automated Scorecards

Accurately score individual agents and teams to improve scripts, performance, and productivity.

Automated Transcriptions

Identify additional up-sell and cross-sell opportunities based on trends within customer conversations.

Sentiment Analysis

Easily identify outliers to shorten AHT, lower costs, and solve customer issues quickly.

Silence & Overtalk

Understand which agents need additional training on soft skills to improve the overall customer experience.

National Tubs Company Uses CallFinder To Improve Agent Training & CX

This walk-in tub company is a leading provider of American-made walk-in tubs and showers in the US and Canada. The company has 30 agent seats and receives over 30,000 inbound calls each month.

Book a 15-Minute Demo

To learn other ways CallFinder speech analytics solution improves agent script compliance, schedule a 15-minute demo of our conversation intelligence software.

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