Automatic Quality Score – the Gen-AI based solution to streamline quality assessment, minimise subjectivity, and time spent assessing single events. Gain full visibility into all data, save on costs, and enhance processes for better overall performance.
Manually assessing single calls is time consuming and often results in varying scores based on personal viewpoints. Automatic Quality Score assesses all calls objectively, following the same standard for each individual event. Eliminate manual scoring variability and get instant access to quality assessment of 100% of customer interactions instead of the small sample created by manual scoring.
With Automatic Quality Score, all calls go through systematic review and are given scores per each key element of the conversation as well as an overall score. This helps quality coaches and team leads find patterns in Agents’ performance to identify training needs. Full visibility into all calls offers opportunities to monitor Agents’ progress and the effects of training over time.
Automatic Quality Score assesses whether the customer’s issue has been resolved and if not, why. Use this valuable information to make changes to processes at the root level to reduce the number of repeat contacts, raise First Call Resolution (FCR) rates, and improve the customer experience.
