Evaluate conversations 5 times faster with FREE quality monitoring
Eliminate spreadsheets and guesswork in your omnichannel contact center. Replace time-consuming QA processes with a one-stop FREE call center quality monitoring solution.
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3X
Increase in calls audited
100 %
Automated workflows
5X
Call monitoring efficiency
What is Call Center Quality Management Software?
Automated Conversation Sampling
Remove selection bias and prioritize high-risk conversations
- Auto-select conversations with rule-based sampling.
- Auto-allocation of selected conversations using rule-based work queues.
- Reiterate sampling rules with zero turn-around time.
Flexible Call Auditing Template
Reduce unproductivity over spreadsheets and manual auditing.
- One-stop manual QA platform
- Design and score custom call center scorecards.
- Prioritize compliance by adding auto-fails for fatal parameters.
- Assess various call stages with multi-category audit templates and insert feedback for future reference.
- Experience flexible scoring and calibration.
- Assign customer-behavior intent to each question.
- Audit the same conversations on multiple call monitoring forms.
Feedback and Alert Mechanism
Stop overlooking critical mistakes and take action
- Point out violations with text/audio/video feedback.
- Share auto-generated feedback emails with agents.
- Create proactive alerts to track agent performance gap and compliance crisis.
Call Center Reporting and Manual Coaching
Make objective decisions based on insightful reports and dashboards
- Save time with automatic reporting across multi-contact conversation channels.
- Track agent trends and quality scores.
- Access auditor reports to drive consistency.
- Make call center coaching productive with actionable insights.
- Organize call center coaching sessions for agents who need attention.
- Employ a range of call center coaching techniques and track performance on a dashboard.
Rebuttal Management System
Provide agents a chance to appeal over conflicting scores
- Agents acknowledge call scores or raise rebuttals in case of disputes.
- Auditors address disputes by initiating re-audits.
- Generate reports against total audits conducted and total disputes raised to monitor auditors.
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Analyze omnichannel conversations
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Accomplish business goals faster with Convin AI
For Agents
Uncover mistakes, errors, and challenges faster.
Receive accurate feedback on what matters most for a successful conversation.
For Managers
Eliminate random sampling and human bias in agent call evaluation.
Assign targeted coaching opportunities to bottom performers.
QA
Escalate compliance violations faster and avoid putting the brand reputation at risk.
Drive optimal agent performance by tracking top and low-performing agents.
For Leaders
Improve efficiency and increase revenue opportunities.
Ensure winning conversations by investing in tool-based call center quality assurance.
Drive Winning Sales Conversations on Live Calls
Boost agent productivity with real-time Agent Assist. Turn every conversation into a revenue-generating opportunity with real-time guidance.
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Evaluate 100% Conversations to Eliminate Compliance Risk
Automate quality assurance across all channels for every customer interaction. Proactively catch performance snags by avoiding random sampling and encouraging unbiased scoring.
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Recognize and Replicate Winning Patterns
Help agents take data-backed actions. Access customer intelligence and uncover conversation behavior and patterns that impact business outcomes in a positive and negative manner.
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Automated Personalized Coaching at Scale
Eliminate human dependency with automated peer-to-peer coaching. Leverage targeted and personalized coaching to improve the call handling quality and reduce escalations.
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Flexible And Faster Agent Training
Agents benefit from an asynchronous, simple training format. The integrated LMS identifies and fixes skill gaps with customizable learning solutions, ensuring faster onboarding and lower training costs.
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Power your contact center with quality management monitoring tools
Use Cases
QMS for Sales
Close more deals by uncovering customer intention and keeping a tab on agent performance that drives business.
QMS for Support
Ensure better customer interactions by stringent call evaluations and reviewing more calls.
QMS for Collections
Help agents improve their choice of words and collect more payments smoothly.
QMS for Compliance
Track agent performance for mistakes and misleading information to avoid poor brand reputation and lost opportunities.
Solutions
QMS for Edtech
Help agents handle large volumes of calls, specially during peak periods, to increase enrollments.
QMS for Insuretch
Create skillful and trained agents who acquire and retain customers while reducing claim rates to a large extent.
QMS for Healthcare
Help agents create personalized, positive, and empathetic contact that improves appointments and encourages patient-first experiences.
QMS for Fintech
Build an army of qualified agents capable of performing inbound calls to resolve customer issues and outbound repayment reminder calls to collect payments.
QMS for Hospitality & Travel
Encourage conversation excellence to reduce hold times, decrease call transfers, and push more calls that convert to bookings.
QMS for BPOs
Enhance call center quality monitoring by providing immediate feedbacks, streamline evaluations, reduce costs, and increase business efficiency.
Stop managing customer
data in silos
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One Stop Solution to Call Audits and Custom Reporting
Convin ai not only offers manual auditing for all the calls but also automates the entire call auditing process for 100% customer conversations. It creates custom reporting and makes the overall manual QA more accessible. It saves me a ton of time by highlighting the weak and strong aspects of thousands of agents within minutes.
Kanika S.
Team Lead, AESL
Excellent Software for Quality Audits Using AI
Convin ai eases a lot of manual work, captures the right set of words required to understand and implement good audits that can help coaches to shape up their consultations. Convin's AI based intellect helps you discover all the pain points from consultations which helps the coaches enhance their consultation quality.
Vighnesh S.
Team lead
Improve Agent Performance and Decrease Manual Labor
Convin ai has helped me and my team improve the overall quality aspect of our sales process. Ever since we started using Convin ai, we've seen great improvement in the call structure and call flow used by our agents. The call transcripts allow us to broaden our audit scope and acquire a better understanding of call quality. It's safe to say, Convin ai has significantly sped up the sales process and decreased manual labor.
Samir A.
Sales Team Lead
Track Auditor Performance with Auditor Reports
Convin ai provides an auditor report section that helps me keep a track of the auditors' performance for different parameters that are important to our business. It also sends a detailed report directly to the auditors via email that helps them improve their performance and identify exactly where they are going wrong.
Neelam A.
Team Lead, HealthifyMe
Boost Productivity and Streamline Daily Tasks
Before Convin ai, our data tracking was disorganized. Integrating Convin ai streamlined our daily operations and allowed us to view all calls under one roof - the Meetings dashboard. Convin ai solves various challenges for me; the top of the list is that it acts as a one-stop platform for listening to 100% calls, creates account/lead level analysis, and tracks parameter scoring.
Chirag K.
Education counsellor, AESL
FAQs
What are quality management monitoring tools in a contact center?
Call center QA software tools like those offered by Convin.ai are advanced systems designed to evaluate and enhance the performance of agents across all channels. QA can be executed manually, as explained on this page, or it can be automated. For automated QA, read more.
What is automated quality management(AQM) in Convin?
Automated quality management in Convin AI is designed to elevate contact center performance. It leverages omnichannel quality management to monitor interactions and increase revenue with omnichannel quality management, gen AI-driven feedback, and actionable reports. Leverage unbiased scoring, rule-based sampling, and detailed improvement insights. For AQM, read more.
How to coach an agent in a call center without human intervention?
Automated call center agent coaching by Convin uses AI-driven insights to provide instant feedback and personalized training based on each agent's performance. Automated call center coaching software delivers targeted coaching without human intervention and uses call center agent coaching forms and other tools to improve call quality. For Auto coaching, read more.
What is a quality assurance program in a call center?
A contact center quality assurance software like Convin creates a structured system for evaluating and improving agent performance and customer interactions. The program ensures compliance with company standards, enhances customer satisfaction, and identifies areas for continuous improvement.
How can I build a free Call monitoring form?
Convin offers a configurable audit template that allows call centers to build a free call monitoring form easily. You can add unique call monitoring parameters tailored to your business and industry needs.
