Call Center Quality Assurance
Call Center Quality Assurance: A Cycle of Interaction, Analysis and Feedback - Powered by AI
Eleveo Automated Quality Management (AQM) ensures agents and your contact center’s processes are equipped to handle the most challenging customer interactions.
Utilizing our AI-driven call center quality assurance tools, which automatically analyze 100% of calls, managers access deep insights into customer sentiment and emotions, agent proficiency and training needs, and important trends and topics. Our AQM tool enables managers to understand the content and context of any interaction simply by asking natural-language questions.
Our AI-driven Speech Analytics tool also generates transcriptions of each call and provides decision-makers with highlights, next steps, topics and flags from those transcriptions. Additionally, automated call summaries can be exported to any CRM system via open API.
The result?
Deep visibility into CX and customer churn risk
Improved customer satisfaction
Productive, satisfied and better trained agents
Enhanced compliance monitoring
Key Eleveo AQM Tools & Capabilities
- Analyzes 100% of calls
- Screen recording and live-screen monitoring (on-prem)
- AI-Driven Conversation Analytics
- Automated call summaries can be export to any CRM system via open API
- Flagging and Topic Detection
- Natural language queries for interaction content and context
- Voice-of-the-Customer post-interaction surveys
- Conversation Explorer - automatically categorizes and sorts omnichannel interactions
- Advanced search capabilities that let you locate recorded calls quickly and easily
- Configurable, graphical, drill-down reporting capabilities
- Role-based alerts/streamlined evaluation/scoring workflows
"We need to be able to ensure our employees are sticking to the script and following their training in emergencies. It's an essential quality check to protect our organization and customers and a teaching resource for the supervisors responsible for those employees."
– Contact Center Team Lead, major healthcare provider
Proactive Call Center Quality Assurance: It Doesn’t Get Easier Than Automated
Automated Quality Management and Speech Analytics – (Cloud Only)
Call Center Quality Assurance is largely about having control over every inbound or outgoing interaction. The degree of control a contact center has depends on how many interactions managers can review and analyze. Automation is key.
That’s why we developed our Automated Quality Management and Speech Analytics tools.
Eleveo Automated Quality Management prominent features:
- Automated evaluation of all conversations
- Continuous Multilingual Transcription
- Captions
- Full-text search on top of the transcription
- Speech phrases spotting
- Emotion and sentiment identified for all conversation participants and each utterance
- Acoustic parameters (such as crosstalk time, silence time, talking time, number of interruptions, etc.)
- Trend Analysis
- Real-Time Analytics
- Statistical Comparison
Eleveo AQM is AI-Fueled:
- Evaluations of each call's content and context using natural language queries.
- Summarization - automatically creates call summaries, saving significant agent time
- Highlights - spotlights significant points during a call
- Flagging - alerts to churn risk, sentiment and more
- Topic Detection - automates phrase categorization
- AI Grading - grades each call on a 1-5 scale
Forget Manually Evaluating Calls
It also provides plenty of data - the raw material of analytics. Managers can correlate customer experience-related metrics (like AHT or CSAT) to call outcomes and then analyze those results for root causes. For instance, does the agent have a product knowledge deficit, or is there a navigation issue within your organization’s knowledge base?
Our automated quality tool with speech analytics is particularly valuable for organizations in highly regulated industries, from healthcare, finance and insurance to education and government, that are concerned about compliance. These industries are subject to regulations like GDPR, HIPAA, PCI DSS, MiFID, CCPA, FCA CDC that protect customers’ privacy.
Actionable Insights from Every Interaction
Elevēo Automated Quality Management with Automatic Speech Recognition uses the nuances of speech and silence to provide insight into customer and agent attitudes, aptitude, process effectiveness and trending issues.
Every Interaction Counts
Contact center agents are front-line brand ambassadors and an inflection point in customer loyalty. Elevēo AQM helps contact center management refine processes and equip agents to handle every customer encounter with maximum efficiency and effectiveness.
Using the Eleveo Speech Analytics tool, administrators have the ability to configure rules that automatically assign a score to agent and customer interactions based on the following attributes:
- Emotion (agent, customer)
- Speech phrases
- Number of interruptions
- Crosstalk
- Silence
- Handling time
- Tags
- Any external metadata (received from CCaaS platform)