Ensure all interactions are recorded with complete data integrity and 4K capture of agent screen activity across all channels. 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.
Use automated policies to record, store and review interactions. AI insights ensure consistent evaluations, while conversational intelligence helps uncover opportunities for improvement. Calibration and targeted coaching are streamlined, enabling continuous performance growth and service quality enhancement.
AI can analyse customer interactions, providing insight into customer sentiment, trends and areas for improvement, including agent empathy. With more accurate evaluations and the ability to identify training needs, your agents improve more consistently — as does the customer experience.
Gather feedback from web-based or voice surveys to understand customer sentiment. Conversational analytics helps uncover patterns and insights, empowering supervisors to address issues proactively. Real-time feedback ensures that supervisors can continuously improve the customer experience.
Elevate contact centre agent performance with supervisor monitoring that lets supervisors engage through live coaching or “whispering” mid-interaction. They can join active conversations using the barge-in feature or observe live interactions to guarantee quality.
Streamline your review process with the support of AI. Get data-driven insights, and preanswer QA and employee performance evaluations as appropriate. AI will help to minimise bias and it can optimise the scoring process within evaluations, which makes assessments more consistent and fair.
31%
of consumers say they stopped doing business with a company after a negative customer service interaction
“The State of Customer Experience,” Genesys, 2023
Genesys Cloud quality management uses recording compliance and speech and text analytics to optimise 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.
Customer experience can make or break your company. And while you need to have records of your customer service interactions for compliance purposes, why not leverage that data to improve the customer’s experience as well? Improve your ability to meet compliance demands at the same time as driving constant improvement at all levels in your contact centre.
Gain deeper insights into customer needs and preferences to provide better support and enhance customer 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, with less effort — improving their work experience and the customer experience at the same time. And do it all within the Genesys Cloud platform.
Record all interactions in any channel and maintain the integrity of the content and structure. You’ll collect and retain 100% of the information — for as long as required. Get the full picture of agent desktop activity when you record it using a 4K multiple-monitor resolution.
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 QA tasks, with policy-based actions that don’t rely on random sampling or manual evaluator assignment. Leverage AI-based evaluation assistance to streamline these processes, automatically filling out evaluation questions.
Dive deep into Voice of the Customer insights across channels to pinpoint trends and reveal key areas for improvement. Deploy scalable policies that ensure a fair and consistent approach to quality and performance assessment, enhancing efficiency and effectiveness in your contact centre.
Meet the highest levels of compliance on a global scale. Address regional regulations and industry requirements using a set of integrated tools and automated processes for recording and quality management.
Make sure that you properly handle sensitive information. This should include end-to-end encryption, custom recording retention policies, protection from deletion, recording consent and masking of sensitive data. And identify potential fraud, disputes, claims or legal actions using speech and text analytics.
AI-powered tools make it easy to uncover actionable insights by analysing both bot and agent-assisted interactions. Conversational analytics provides a complete view of customer and employee experiences, helping you improve satisfaction, optimise operations and enhance performance.
With insights from both self-service and agent engagements, you can continuously refine your contact centre’s effectiveness and customer engagement.
Say goodbye to time-consuming monitoring practices. Become a call center QA specialist with AI-powered call centre software. Identify and address areas for improvement before they become problems. Schedule a demo to see how quality assurance makes every interaction better.
We’ll contact you directly to set up a date and time that works with your schedule.
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. 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.
Quality assurance enables contact centres 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 development.
Speech and text analytics empowers contact centres 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 centre evaluates agent performance and ensures that interactions align with set standards of service excellence. Using tools like call monitoring and performance indicators, contact centres can boost customer satisfaction. This can directly influence Net Promoter Scores (NPS) and customer retention.
In call centres, quality assurance is proactive and focuses on process-oriented activities. Its goal is to optimise 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 centre 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 centres to excel in QA, they need to understand and adhere to organisational service standards. In addition to benchmarks like NPS, 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 centres use to assess the quality of interactions between customers and agents. QA scores do not have set or standardised 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 recognised and rewarded and agents who are underperforming can be brought up to the standard that meets customer expectations.
When done right, call centre 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 centre 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.
