If the company conducts a survey
Of callers after the end of a conversation with call center operators, then dialogues with low ratings and negative reviews are checked.
Another selection principle for quality control is dividing ai is a magic trick… [but] we’re not all magicians into outgoing and incoming. For the sales department, outgoing cold calls are more important. For technical support or a reference call center – incoming.
KPI – what is it, why is it needed
KPIs are key performance indicators. Most often, this affects the work of technical support, call centers, sales departments.
Indicators can be qualitative and quantitative. Qualitative mobile lead are compared with the standards approved in the organization.
The Importance of Using KPIs
KPI is an important component of the motivation system.
- Identify weak points – ineffective scripts, lack of call center personnel, unproductive and harmful employees for the organization.
- Analyze consumer requests – reasons for complaints, demand for product items, preferences.
- Track the dynamics of development – analyze the reaction to the reform of the motivation system, identify changes in the level of customer loyalty.
Controlling the quality of the contact center’s work by KPI allows managers to determine the priority of processing requests, detect overdue requests in a timely manner, and create filters for transferring requests to other specialists.
Voice data analysis using AI
Why you should use IMOT.IO service to control the quality of call center work
The IMOT.IO speech analytics service integrates with PBX and CRM, tracks 100% of calls, tags and classifies them. You don’t have to manually select conversations and waste time listening to them. Quality control will be automatic — the program itself will form the categories you need and create reports.
Using the speech analytics service allows you to read dialogues, fall into interesting fragments, listen to them at different speeds. During recording, our desktop application forms two tracks: the client’s voice and the operator’s speech – when viewing, pauses and overlaps are visible, it is clear who spoke and when.