Using automation to check the quality of customer service calls makes a big difference in how well contact centers work. Doing quality assurance by hand takes lots of effort and misses chances to fix issues fast. Agents only get feedback every once in a while.
Modern contact centers are changing this by using new technology called automated quality management (AQM). AQM uses artificial intelligence (AI) to instantly score calls and find areas for improvement. It also catches problems right away so they don’t become big issues later. AQM frees up managers to coach agents personally. When contact centers use AQM, customers get way better service. Here’s how it helps contact centers succeed.
Automate Tedious Tasks
Manual quality assurance involves time-consuming tasks like listening to calls, documenting issues, and filing reports. AQM automates tedious quality review steps through speech analytics and AI. Interactions can be automatically scored against criteria and analyzed for trends. This frees up QA staff for higher value coaching.
Onboard Agents Faster
Onboarding new agents is sped up with AQM. It standardizes training, automates evaluations, and provides real-time coaching. Agents get instant feedback to improve performance faster. Guided learning paths based on analytics shorten ramp-up time.
Pinpoint Non-Compliance
Missed compliance issues can lead to fines or damage reputation. AQM monitors all interactions to detect non-adherence to regulations and scripts. It flags improper data collection or disclosures for immediate correction. This prevents bad habits that increase compliance risks.
Surface Root Causes
AQM dives deep into quality issues. Beyond just scoring, it analyzes words and tones to understand sentiments. The root causes of problems become clear, like insufficient training or unclear messaging. Quality teams can then address core problems rather than symptoms.
Make Reporting Actionable
Manual QA reporting tends to lack details needed to drive improvement. AQM automatically generates reports containing performance trends, compliance issues, and other actionable insights. Stakeholders know exactly where to focus training and resources to positively impact operations.
Target Analysis Areas
With manual QA, it’s only feasible to assess a few general criteria. AQM allows specific analysis like drilling into how well agents handle objections. Multiple scorecards can be created to focus on different business units, agent groups, or KPIs.
Guide Agents in Real-Time
When agents struggle on a call, traditional QA can only offer feedback later. AQM enables real-time guidance like whisper coaching to improve conversations as they happen. This on-the-spot support boosts first-call resolution and customer satisfaction.
Coach with Precision
Generic coaching fails to improve agent skills. AQM pinpoints individual strengths and weaknesses using sentiment analysis and other AI. Managers can then provide tailored coaching focused on what each agent needs to succeed. Skills improve faster through personalization.
Summary
By removing human limitations through automation and AI, automated quality management (AQM) systems enable contact centers to achieve quality management at scale. The entire customer experience lifecycle can be monitored, analyzed, and enhanced. Agents are set up for success with personalized coaching. The result is world-class customer satisfaction and operational excellence.
Automated quality management transforms outdated manual processes into an intelligent, proactive system. Contact centers that implement AQM set themselves up for quality, compliance, and customer service success. The benefits for agents, customers, and the business make AQM a clear choice for forward-thinking call centers.
