Call Quality Assurance.
Automated.
Quality Assurance driven analytics with 100% compliance checking on all your customer calls enabling your QA managers to focus on enhancements rather than process
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What is included
Improve your QA from day 1 by screening all your customer calls. You no longer need to rely on small sample sizes.
Pitch, loudness, timbre, speech rate, and pauses in the customer's and agent's tone of voice are measured to understand how they are feeling during a conversation. Meaning you can determine your agents feelings and emotions to reduce staff churn
All reports are displayed in a powerful web-based reporting tool, providing dashboards for your team leaders to understand their agents emotional state and offer support and training
API accessability means we can feed all your data into customer dashboards, Warboards and Learning systems
Machine learning enables us to understand your customers questions and determine why they are calling. We can then model behaviours and suggest improvements to reduce volumes and improve customer satisfaction
How Auto QA Helps Your Business
67% time saving of QA staff
Automated call quality assurance is completely unbiased and requires no human interference. Conversational analytics enables you to analyse calls that have known issues and that have been flagged up by Auto QA.
Reduce staff churn using emotion detection
Behavioural analysis allows you to monitor the emotional charge in the voice of your agents, giving you the ability to intervene on early warning signs of a potential lost agent. Our conversational analytics software thereby helps to keep agent pressure in check and reduce overall churn.
100% of Customer Calls Screened
Auto QA allows you to monitor all your calls, allowing you to keep the quality of your services at their peak and making sure all your calls are fully DSS and PCI compliant.
Vulnerable Customers & Pressure Selling Detection
Awaken conversational analytics software automatically detects vulnerable customers and pressure selling using industry-specific models.