Challenges with Traditional Quality Management-

• Insights limited to sampling of calls

• Struggles with multichannel interactions

• Delayed feedback causes delay in immediate action

• Costly and impractical to scale with call large volume

• Unable to provide sentiment driven recommendations

• Inconsistent scoring due to human bias

• Data silos prevent a holistic view of agent performance & customer satisfaction

Proposed solution- Call Audit Automation powered by generative AI

Engagely’s Call Audit is the systematic evaluation of customer-agent interactions to ensure quality, compliance, and performance, using insights to enhance customer experience and operational efficiency.

Why is Call Audit a game changer?

• Based on established criteria and parameters set beforehand

• Shift from selective sampling to evaluating 100% of calls

• Time stamps available for allowing easy access to the specific conversation

• QA assessments with custom call quality scorecards (No pre-defined template)

• Unbiased scoring with the flexibility of manual evaluations

• Data-driven decisions with actionable insights from detailed reports

• Targeted coaching to enhance call quality and minimize escalations

• Integrated LMS offering tailored learning solutions, speeding up onboarding and reducing training costs

• Clear feedback on successes and areas for improvement after every call

• Ensures 100% call coverage for a complete performance view

• Offers high-level trends and analytics to guide business decisions

• Improves ROI by enhancing efficiency and customer satisfaction

• Supports growth by managing increased call volumes effortlessly

• Tracks sentiment and satisfaction for better CX strategies

• Ensures adherence to policies and regulatory standards

• Reduces costs by streamlining quality management processes

• Drives better customer experiences through data-driven decisions

• 360-Degree View

• Gen AI & LLM-Based Solution with Deeper Insights

• Actionable Intelligence through targeted coaching

• Azure Consumption

• Improved FCR rates by 10% through Data-Driven Decisions

• Seamless Integration ensures Data Consistency

• Microsoft Cognitive Services and Speech-to-Text

• Drag and drop interface

Tap into Automated QA and experience the power of digital transformation for your contact center.

Get in touch for more details.