The Future of the Call Center
Contact center managers no longer have to be burdened by manually monitoring and scoring a small sample of agent calls. CallFinder’s Automated Quality Monitoring and Call Scoring solution gives supervisors an accurate view into agent performance, enabling them to spend more time managing and coaching agents. CallFinder delivers an automated quality scorecard by teams and agents, scoring 100 percent of your calls.
Why Automate Call Quality Monitoring with Speech Analytics
Call quality monitoring and assurance in the call center is essential in today’s business environment where accessing and analyzing the voice of the customer is standard practice in order to meet the growing needs of the customer base.
Your business needs well-trained, high performing contact center agents who are adept at handling customer interactions with professionalism and expertise.
Powerful and affordable cloud-based speech analytics will get you there with automated quality monitoring of agent performance, automated call scoring, and easily accessible analytics reporting.
Gain Visibility into Agent Performance with Automated Quality Monitoring
Many contact center professionals can remember the days of manually monitoring calls with customers to extract insights into agent performance and customer experience.
Advancements in speech analytics have enabled CallFinder to provide contact centers with automated tools to accomplish these tasks with an ROI that is often measured in a few months or less. Call data can now be structured and analyzed to deliver automated score cards for quality monitoring tasks, and to keep a pulse on the customer experience in near real-time.
There are many benefits of automating your quality monitoring process:
- Develop focused training to reduce attrition.
- Implement quality control measures.
- Reduce costs and manual monitoring and scoring.
- Improve the customer experience.
A cloud-based, affordable call analysis solution that identifies trends in agent performance and customer behavior will take your contact center to the next level.
Because customer satisfaction is a top priority in today’s competitive business landscape, utilizing speech analytics technology for greater insights into 100 percent of your customers’ calls, instead of just a handful, is imperative. An automated call quality monitoring and assurance process provides an organization with greater access to data that can be used to enhance the customer experience, close knowledge gaps, and improve operational efficiency, which results in continuous company growth and an increased bottom line.