How to Ensure Every Conversation Meets Your Standards
Quality assurance is a critical component of any contact centre’s operations. By monitoring and assessing 100% of all conversations, managers can ensure that their agents are meeting the company’s standards for customer experience and compliance. However, manually assessing every call can be time-consuming and extremely costly.
Callbi Speech Analytics uses advanced natural language processing algorithms to transcribe and analyse every conversation. This means you can gain valuable insights into the quality of customer interactions, identify areas for improvement, and make data-driven decisions to improve performance and customer experience.
That’s where the power of Callbi Speech Analytics comes into its own, providing insights across multiple languages, such as English, Afrikaans, isiZulu, Setswana, Sesotho, and mixed languages. This is particularly important for contact centres that operate in regions such as South Africa, where multiple languages are spoken, often within the same conversation.
Now, with Callbi, you can assess every conversation, regardless of the language spoken, and ensure that your agents are meeting your standards for customer experience and compliance.
Callbi Speech Analytics provides insights within 30 minutes to an hour after a conversation takes place. This rapid turnaround allows for timely feedback and appropriate interventions, especially when dealing with compliance violations and driving improving agent performance. Callbi can be used to identify patterns in agent behaviour, such as frequently missed opportunities to upsell or cross-sell or agents not following approved processes or scripts. Callbi insights can be used for coaching and training purposes to improve agent performance over time.
Achieving 100% quality assurance is crucial for any contact centre looking to provide a superior customer experience and ensure compliance. With Callbi Speech Analytics, you can assess 100% of all conversations, regardless of the language spoken, and ensure that your agents meet your standards.
If you want to learn more about how Callbi Speech Analytics can help your contact centre achieve 100% quality assurance and drive operational performance, please visit our website or contact us for a demo. info@callbi.io
