Changing Quality Assurance with Callbi's Rating Sheets Feature
In the highly competitive world of customer experience (CX) and business process outsourcing (BPO), contact centres face an ongoing challenge: how to accurately and efficiently assess the quality of customer interactions.
Speech analytics solutions like Callbi have already transformed how contact centres monitor and evaluate calls, providing 100% coverage of recorded interactions.
Yet, even with the power of automation, there remains a critical need for manual evaluations to capture conversational nuances such as empathy, tone, and overall soft skills.
Recognising this, Callbi has introduced its latest innovation: the Rating Sheets feature.
This new feature redefines how contact centres approach quality assurance (QA), bridging the gap between automated speech analytics and human-driven assessments.
As someone who has spent over four decades consulting and advising CX and BPO operations across the globe, I believe this development addresses a longstanding industry need.
Why Manual Evaluations Still Matter
While automated speech analytics excels at identifying keywords, phrases, and compliance issues, it cannot fully capture the human element of communication.
Attributes such as active listening, politeness, and emotional intelligence often require a human touch to evaluate effectively.
Contact centres have traditionally handled this through separate QA processes, often relying on spreadsheets or third-party tools. Unfortunately, this approach has several drawbacks, including data silos, inconsistent scoring, and inefficient workflows.
Enter Callbi’s Rating Sheets. By integrating manual evaluations directly into the Callbi platform, this new feature eliminates those inefficiencies, providing a seamless solution for comprehensive quality assessments.
Key Features of Callbi's Rating Sheets
The Rating Sheets feature has been thoughtfully designed to meet the practical needs of contact centre managers, quality assurance teams, and agents alike. Here are some of the core features:
- Integrated Manual and Automated QA: Combine the power of Callbi’s automated speech analytics with manual evaluations within a single platform
- Customisable Rating Templates: Create tailored rating sheets to suit your organisation’s specific QA criteria
- User-Friendly Interface: Enable quality analysts to navigate evaluations quickly and efficiently
- Soft Skills Assessment: Facilitate the manual review of tone, empathy, and conversational flow
- Real-Time Reporting: Access consolidated reports that merge automated and manual scores instantly
- Centralised Data Storage: Eliminate the need for external spreadsheets or separate QA systems
- Improved Evaluation Consistency: Standardised templates ensure fair and accurate assessments across all evaluators
The Value for Contact Centre Managers
- Holistic Quality Oversight: Managers gain a unified view of all QA data, making identifying trends and proactively addressing issues easier
- Time Efficiency: By consolidating evaluations into one platform, managers can reduce the time spent coordinating multiple systems
- Improved Team Performance: Identifying skill gaps becomes faster, allowing for targeted coaching and development
- Enhanced Compliance Monitoring: Tracking regulatory adherence becomes more straightforward with all data in one place
- Cost Savings: Eliminating third-party QA tools can significantly reduce operational expenses
Why Quality Assurance Professionals Will Be Enthusiastic
- Simplified Workflows: Conduct all evaluations without switching between different platforms
- Consistent Scoring: Use standardised templates to ensure uniform assessments
- Faster Turnaround: Evaluate calls more quickly without sacrificing thoroughness
- Enhanced Collaboration: Multiple auditors can work together seamlessly on evaluations
- Greater Focus on Coaching: With less administrative overhead, QA teams can spend more time supporting agents
Delivering Real-World Impact
The introduction of Callbi’s Rating Sheets has already begun to show positive results for early adopters.
Contact centres report improved efficiency and more meaningful insights into agent performance. By centralising automated and manual assessments, organisations can make quicker, more informed decisions that directly impact customer satisfaction.
One of the standout advantages is the feature’s ability to bridge the gap between compliance and soft skills evaluations. For instance, while automated analytics can detect whether agents provide the correct legal disclaimers, only manual assessments can truly evaluate how empathetic and understanding an agent is during a difficult call. With Rating Sheets, both elements are captured and reported in real time, giving managers a complete picture of each customer interaction.
A Tool Built for the Future of CX
As someone who has witnessed the evolution of contact centre technologies over the past 45 years, I can confidently say that the Rating Sheets feature positions Callbi at the forefront of QA innovation.
The feature addresses immediate operational challenges and prepares organisations for the future, where customer expectations continue to evolve, and the demand for seamless, high-quality service grows ever stronger.
How to Experience the Rating Sheets Feature
For those not yet using Callbi, now is the perfect time to explore what our platform can offer. I am personally available to discuss how Callbi’s solutions can meet your organisation’s needs. To arrange a virtual demonstration, please get in touch with me at rod@callbi.io.
Final Thoughts
Quality assurance is not just about ticking boxes; it’s about ensuring every customer interaction reflects your organisation’s values and commitment to service excellence. With the Rating Sheets feature launch, Callbi empowers contact centres to achieve this with greater accuracy, efficiency, and insight than ever before.
As Callbi’s Brand Ambassador and someone who has dedicated my career to optimising CX and BPO operations, I am genuinely excited about this feature’s impact on the industry. I look forward to helping you harness its full potential.
Written by Rod Jones, Callbi Brand Ambassador | CX & BPO Consultant with 45+ Years of Industry Experience
