AI is revolutionising call quality monitoring, moving beyond manual, subjective reviews to automated, data-driven analysis. AI can score calls based on predefined criteria, identify compliance issues and provide actionable insights for agent coaching and training. This leads to improved efficiency, consistency, and enhances the overall customer experience.
The Evolution of Call Quality Monitoring
Traditionally, call quality monitoring involved manual sampling and subjective scoring of calls against a set of criteria. This process was time-consuming, prone to bias, and often limited in scope, as only a small percentage of calls could be reviewed. AI-powered monitoring tools can analyse 100% of calls, providing a comprehensive view of agent performance and compliance.
AI’s Role in Call Scoring and Compliance
AI can be trained to automatically assess calls based on various factors, including:
Adherence to scripts and protocols:
AI can identify if agents are following specific guidelines, ensuring consistent messaging and compliance.
Call Quality analysis:
AI can measure and score agent performance, based on key areas such as communication skills, call handling and agent empathy.
Accurate information delivery:
AI can identify if agents are providing correct and complete information to customers, minimising errors and misinformation.
Compliance with regulations:
AI can flag calls that do or do not contain specific keywords or phrases, ensuring adherence to industry standards, like GDPR.
First-call resolution:
AI can determine whether agents are resolving customer issues on the first interaction, improving efficiency and customer satisfaction.
Benefits of AI-Powered Quality Monitoring
Increased efficiency:
AI automates the tedious task of call scoring, freeing up human reviewers to focus on the more complex tasks.
Improved accuracy and consistency:
AI eliminates human bias and ensures consistent application of the defined scoring criteria across all calls.
Feedback and coaching:
AI provides comprehensive feedback to supervisors, enabling them to work with agents to correct mistakes and improve performance.
Enhanced customer experience:
By ensuring consistent quality and compliance, AI helps deliver better customer interactions, leading to increased satisfaction and loyalty.
