Quality Assurance

Optimize operations and guarantee service quality

It is not secret that a happy customer is good for current and future business. Our embedded quality assurance platform helps you maintain high levels of service. Optimize process monitoring on all service channels through our unique approach to interactions analysis using powerful AI algorithms that help you catch unwanted trends that may affect customers satisfaction.

Evaluate customer service representatives to help them improve their performance. Coach them to efficient and assertive.

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Quality analysis

Audio and screen playback

Listen to audio interactions while looking at the screen recording to asses how the request was handle. Obtain first hand information you can use to properly train and coach your agents.

Audit planning

Our audit planning system allows you to schedule review and services analysis based on set criteria and behavior inherited from previous reports. Obtain first hand information you can use to properly train and coach your agents.

Skills and custom templates

Our system enables skill-based evaluation with easy to use templates. The lengthy and tedious evaluation of agents performance is greatly simplified letting you focus on the most important: coaching and preparing your workforce to keep your customers happy.

Advanced rating system

An advance video and screen playback interface allows you to add localized notes, markers and labels. Quality analyst and agents can then focus on the key sections being it for performance evaluations, self-coaching or compliance.

Performance Analysis

A skills & service objective analysis system allows you to report the result of evaluation and quality assessments. While it is key to understand each agent improving points, it is even more important to identify trends on your call centre highlighting the need for training or strategy modification.

Automatic Speech based analysis

Rather than listening to hours and hours of conversations our speech based analysis engine transcribes audio interactions to search for keywords or seek for behavioral patterns based on pre-established criteria. In combination from other already text-based channels, the amount of useful information became priceless.