Improve the quality of every interaction and enhance compliance
Powerful artificial intelligence (AI) and conversational analytics help your business drive every customer interaction to new levels, while ensuring needed adjustments are made and errors are limited.
AI automatically selects interactions for review, allowing for rapid issue detection and enabling prompt resolution.
With conversational analytics, quickly identify trends and make adjustments to agent behavior, improving service quality and operational efficiency.
Record, track and analyze every interaction to meet regulatory requirements while ensuring you’re secure, compliant and optimized for performance.
Gain deeper insights into customer needs and preferences to provide better support and enhance satisfaction. Get the data you need to understand trends, agent behaviors and knowledge gaps. Use that data to refine training programs so agents get better faster — improving their experience and the customer experience alike.
With automated bulk recording exports to your private Amazon S3 bucket, you keep total ownership. And with secure pause and recording consent, you can protect client data and compliance alike.
Save time by automating repetitive tasks with policy-based actions that don’t rely on random sampling or manual assignment. Leverage AI-based evaluation assistance to automatically pre-fill evaluation questions.
Make sure that you properly handle sensitive information, including end-to-end encryption, custom recording retention policies, protection from deletion, recording consent and masking of sensitive data.
AI Summary and AI Insights through Supervisor Copilot make it easy to uncover recurring issues. Conversational analytics provides a complete view of experiences, and AI Translate supports global teams with on-demand translation.
Genesys Cloud quality management uses recording compliance and speech and text analytics to optimize both self-service and agent-assisted interactions, improving feedback and coaching. Native conversational intelligence transcribes every interaction, identifying key topics, trends, customer sentiment and agent empathy across all channels.
These insights drive your ability to continuously improve performance in customer experience and your business as a whole. Supervisors can focus on long-term trends for effective coaching, while enhancing bots, virtual agents and agent-assist tools like Agent Copilot for greater efficiency.
Every single customer interaction is important, whether it’s worthy of praise or an opportunity for coaching. Leverage the power of the Genesys Cloud platform to ensure nothing falls through the cracks.
The Genesys Cloud™ platform includes secure pause, recording consent and redaction features to ensure compliance and training efforts have a comprehensive view of agent performance.
AI insights ensure consistent evaluations, while conversational intelligence helps uncover opportunities for improvement.
AI can analyze customer interactions, providing insight into customer sentiment, trends and areas for improvement, including agent empathy.
Conversational analytics helps uncover patterns and insights, and real-time feedback ensures that supervisors can continuously improve the customer experience.
Elevate contact center agent performance with supervisor monitoring that lets supervisors engage through live coaching or “whispering” mid-interaction.
Get data-driven insights with contextual understanding and preanswer QA and employee performance evaluations as appropriate with AI scoring through Virtual Supervisor.
Say goodbye to time-consuming monitoring practices. Become a call center QA specialist with AI-powered call center software. Identify and address areas for improvement before they become problems. Schedule a demo to see how quality assurance makes every interaction better.
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Quality management covers a suite of tools and processes designed to handle interactions more effectively and efficiently. This system includes interaction and screen recording, real-time monitoring, and tools for locating and evaluating recorded interactions. Reporting and calibration features are common, as are speech and text analytics capabilities.
Interaction recording captures and stores exchanges between customers and agents. This is essential data to monitor team performance in call handling. It gauges the quality of service provided and the overall customer experience. By using actual conversation examples, it promotes effective coaching and agent development.
Interaction recording is also necessary for regulatory compliance and liability protection. It addresses compliance norms from the specific industry and region that renders the service and aids in resolving claims and disputes.
Generative AI scores interactions using contextual understanding to answer questions and provides a reason for selection. This ensures a scalable, fair evaluation process. But it’s important to keep a balanced approach to scoring based on AI regulations. Genesys AI Scoring fully complies with all relevant global regulations. Supervisors maintain control to enable or disable AI scoring, and AI-scored evaluations require humans to approve all evaluations.
Contact center and call center quality monitoring enables you to uphold consistency and peak efficiency in operations. Its methodologies set a single service standard across all customer service teams. This gives teams clear guidelines and benchmarks to achieve industry-leading customer service. It also improves team performance and pinpoints areas for contact and call center managers to lead in development and problem solving.
Speech and text analytics empowers contact centers to glean insights from customer-agent dialogue, focusing on sentiment analysis and topic trends. These insights highlight areas of improvement, recognition and concern to help contact centers better understand and serve customers and employees. Speech and text analytics features can provide transcription and analytics on 100% of interactions for deep insight into customer-agent conversations.
Quality assurance in a call center evaluates agent performance and ensures that interactions align with set standards of service excellence. Using tools like call monitoring and performance indicators, contact centers can boost customer satisfaction. This can directly influence Net Promoter Scores (NPS) and customer retention.
In call centers, quality assurance is proactive and focuses on process-oriented activities. Its goal is to optimize agent performance. It does this through consistent agent training and customer experience (CX) processes, such as social media interactions, to meet desired service outcomes.
In contrast, quality control is reactive. It looks at completed interactions to ensure they meet established criteria. Quality control uses tools like call monitoring to detect and rectify errors.
To establish a call center quality assurance program, first set clear service standards. These might include performance indicators like NPS. Then implement interaction recording tools for call monitoring, review interactions regularly to gauge an agent’s performance and offer feedback.
For agents in call centers to excel in QA, they need to understand and adhere to organizational service standards. In addition to benchmarks like NPS, call center agents need regular training that demonstrates proficiency across channels. These include social media and continuous call monitoring. Agents should also stay updated on performance indicators and seek feedback to enhance performance that supports customer retention.
The QA score is a metric that contact centers use to assess the quality of interactions between customers and agents. QA scores do not have set or standardized components across the industry — your business can determine how its QA score is measured based on the particular key performance indicators (KPIs) you want to measure agents against.
Quality assurance and performance management play a critical role in the success or failure of your customer support efforts. The QA process allows your team leaders to assess which agents are top performers, which need training or coaching, and precisely where each is succeeding and failing. This way great agents are recognized and rewarded and agents who are underperforming can be brought up to the standard that meets customer expectations.
When done right, call center QA is the perfect tool to identify customer service agents’ training needs and build training programs. The best QA tools have artificial intelligence built in, which can automatically transcribe customer interactions and scan them for specific positive and negative triggers. A training program can easily be built around this data, without a person having to spend hours combing through call after call for information, and without them having to painstakingly manually transcribe each call.
There’s any number of key performance indicators a business can focus on when measuring call center performance. Some of the most common include first-call resolution (FCR), average handle time (AHT), customer satisfaction score (CSAT), Net Promoter Score (NPS), occupancy rate and service level. A QA scorecard that follows best practices can have some or all of these metrics, or more.
