Automated Quality Management
Hi, I’m Conviner, your call center terminology assistant. Let’s learn about Automated Quality Management.
Manual quality management can only review an average of 2% of all conversations.
1. What is automated quality management in a call center?
The entire quality management process is highly inefficient when done manually. Automated quality management (AQM) automates the entire process, from evaluating agent conversations to personalized agent training.
AQM can also solve one of the biggest challenges in manual quality management - limited call coverage.
2. What are the benefits of automated quality management?
AQM overcomes many of the limitations of a manual quality management framework, including
- 100% call coverage: Unlike manual auditing which can only evaluate a limited number of calls, an AQM framework can evaluate each interaction as soon as it is over.
- Personalized agent training: Deploying an agent training program that caters to each agent is difficult with a manual framework. Automated quality management can assign personalized coaching sessions.
- A cost-effective solution: Deploying a manual quality management framework that evaluates every conversation isn’t economically feasible. On the other hand, automated quality management solutions are economically viable with a cheaper cost per agent.
- Ensure regulatory compliance: Having every compliance violation flagged is a dream come true for call center managers. With AQM, flagging each compliance violation becomes a reality since each conversation is evaluated.
- Easily deployable: Most automated quality management software can easily be integrated with major call directories and CRMs. This allows call centers to easily deploy and use these AQM solutions.
3. Will AQM remove the need for human auditors?
While automated quality management can evaluate and assign coaching sessions automatically, human auditors are essential.
There are situations when conversations get complex and certain compliance violations need extra attention. In such cases, these conversations are immediately sent to a human auditor for their attention.
That’s it for now. This is Conviner, signing off!
