Automated quality control ensures a certain level of standard is maintained in customer interactions.Automate call quality management
Quality monitoring is a process that ensures a certain level of standard is maintained in customer interactions across all channels.
The process primarily focuses on agent performance and impacts customer satisfaction to a great extent.
Why is quality management important?
A simple example of understanding the importance of call quality management is exchanging personal information in the healthtech industry. Specific laws like HIPPA restrict agents from accessing customers' personal information. Contact centers that fail to abide by the laws and regulations are penalized heavily.
Here’s the problem with the current quality monitoring process;
Contact center managers listen to only 2-3% of calls manually, and as expected, most of the crucial business data from the conversations goes missing.
And yet searching for the right call to listen and review is a bigger challenge for managers. Massive amount of effort is spent in manually searching conversations apt for evaluation. This time could have been replaced by more productive work such as agent coaching.
Automated quality management system records and scores all conversations based on custom parameters and soft skills. AQM filters and pushes priority calls that need attention– fast-tracking review and agent feedback.
Automated quality management is essential for daily call tracking or the review and feedback process.
But automated quality control plays a more significant role in understanding customers’ needs, pain-points and revamping business processes that aid in meeting market demands and increasing customer purchases.
Automated quality management software records, transcribes, and analyzes conversations. Then send the call report directly to your team’s inbox, so you can provide manual feedback for calls that need special attention rather than waste extra time analyzing the call.
Automated quality assurance software even scores the call based on your agents’ responses, soft skills, and custom parameters. Your agents don’t have to wait weeks to receive feedback on their calls and then work on improving their performance.
When the team is aware that their daily calls are being recorded and analyzed automatically and through it, their performance is reviewed, they consciously handle responses and maintain call etiquette–ensuring the best experience for the customers.
The customer support team can also view the call performance score right after the call and the errors they make. This data helps improve their performance in the next call rather than waiting weeks for feedback or relying on subjective/biased feedback.
One of the major challenges in managing and reviewing a large team is tracking individual performance–listening to one or two calls neither reveals the whole picture nor helps managers pinpoint issues.
To tackle this automated quality management system analyzes calls and scores them based on custom parameters. And then starts tracking the rep’s progress per call.
Convin’s automated quality management system uncovers:
After a customer switches to a competitor, figuring out what went wrong on a support call is useless.
This doesn’t mean analyzing the crisis isn’t helpful, but isn’t it better to tackle it when the customer is still committed to your brand?
Automated quality management software easily tracks the sentiments and emotions of customers on a call. It helps pinpoint call center compliance issues and crises in the early stages, giving enough time for an agent to react tactfully and tackle the issue.
Manual review of calls results in missing out on crucial customer data, but with automated quality management software, managers and agents get a better view.
Automated quality management software post-recording and transcribing the call, analyze it for crucial customer insights like:
With the above insights, contact center leaders can create stellar strategies and call center scripts that resonate with customers.
How do you know what behavior and attributes contribute to closing deals?
How can you know what your top performer is doing differently in the calls helping them win more deals than their peers?
How is the top performer handling objections?
Automated quality management solutions help you uncover answers to all these questions, apply these attributes to your call script and strategy, and close all winnable deals.
Convin is a versatile software solution that doesn’t claim to solve your contact center woos but resolves many challenges with a few capabilities.
And customer management and experience creation are areas where Convin specializes.
By employing automated call quality control and scoring, managers can elevate agent performance and translate them into achieving 27% higher CSAT.
Let’s dive in and learn how Convin can help with CXM.
Focused work on customer-centric tasks has a higher chance of creating the best customer experience.
Ditch note-taking and manual call review. Focus on listening to the customer and developing strategies for high-quality follow-up meetings. In parallel, switch to automated call scoring and get 100% of calls reviewed without human interference.
Conversation intelligence extracts critical moments from the call recordings to put customers' requirements forward for the next meeting. These key moments also reflect the customer's real intention and offer brownie points for creating a positive customer experience.
Convin offers an intuitive insight dashboard that displays actions, behaviors, and phrases with a higher probability of call success. Investing in the best practices of top performers ensures higher CX in every contact center conversation.
Automated coaching targets treat every agent as a unique entity and assist them in unlearning old tricks and learning customer-friendly methods. Personalized coaching can make every agent your best-performing agent and ensure exceptional CX delivery in every interaction.
One aspect of a call that can ruin customer experience is unsolicited agent behavior that negatively impacts clients. Screaming, abusive language, misleading information, flawed statements, incorrect knowledge, and more are timely caught by Convin’s tool and alert the management team for corrective actions.
Customer sentiment presents an accurate picture of a call. How was the customer's overall experience during the call? And presents the chances of a new call or a painful goodbye.
Convin monitors and analyzes 100% of calls automatically based on custom parameters set by your organization. The conversation analysis offers winning behavior identification and last-mile automated agent coaching.
Convin’s call center tool automatically reviews 100% of customer calls, chats, and emails using custom call evaluation forms and spots agent performance challenges and unhappy customer conversations. Through automated quality management, managers and QA generate call scores that help establish coaching needs and staff dissatisfaction.
Convin also allows auditors to manually audit calls, chats, and emails and leave necessary feedback.
With the help of customer intelligence and custom-tracking, Convin presents parameters that drive positive and negative outcomes for the business. Spot violations, winning parameters, customer sentiments, and threats to take proactive measures before the customer calls.
Convin’s system automatically generates coaching opportunities after reviewing agent performance. Based on the AI-driven call scores, the platform triggers personalized agent coaching based on the requirement.
Coaching instances are extracted from the top performers' conversations and best practices. This method improves call handling quality and reduces supervisor escalations.
Moreover, with Convin’s peer-to-peer coaching, managers and supervisors can add the best-performing agent’s conversations as a module into Convin’s library and assign it to agents who need further coaching. As a result of Convin’s automated agent coaching, businesses can reduce ramp-up time significantly and focus more on productivity.
CI records, transcribes, and analyzes conversations to generate call insights and transcriptions. The conversation intelligence software discourages manual conversation review and all other non-sales activities by automating notes, action items, and CRM entries.
Access agent performance KPI and customer experience quality criteria to produce consumable role-based reports pinpointing key challenges and opportunities. These reports are available on the Convin platform and periodically mailed to the managers.
Convin automated quality management software is a safe and secure platform
At Convin, we understand the customer and call data security important; that’s why we ensure your data is entirely secure and safe in our in-house transcription and NLP engine. We ensure call data security in the following ways:
AI-backed Automated Quality Assurance tools have several benefits:
It's important to note that QMS and QA are closely related and often work together to establish and maintain high-quality standards in a call center environment. QMS provides the overarching framework, while QA focuses on specific quality assessment and improvement activities.
QA in a call center refers to activities and processes implemented to ensure that customer interactions and service delivery meet established quality standards. When QA is automated using a tool like automated quality assurance software, it is called QA automation.
There is a wide variety of automated quality assurance software. But Convin, Verint, Nice, and CloudTalk are more appreciated by customers.