If you’re excited by how modern AI can impact business productivity and efficiency, wait until you see how AI-powered engagement analysis redefines contact center QA!
Before AI, quality assurance (QA) – especially for tasks that aren’t customer-facing – often relied on manual processes, subjective assessments, and limited visibility into agent activities. However, now that human-verified AIQA is available, a new era of efficiency, accuracy, and insight has dawned upon contact centers.
Traditional Contact Center QA: Limitations and Challenges
Traditionally, QA included individual, manual reviews of non-customer-facing agent work, such as document processing, data entry, and administrative tasks. Supervisors had to manually sample a subset of completed work items, assess them for accuracy and adherence to guidelines, and provide feedback to agents based on their observations.
However, this fully manual approach presents several challenges. Here are some of them:
- Limited Visibility. Supervisors have limited visibility into agent activities, making it difficult to accurately identify performance issues or areas for improvement.
- Subjectivity: QA evaluations may vary depending on the individual supervisor’s interpretation of quality standards, leading to inconsistencies in feedback and scoring.
- Time-Consuming: Manual QA processes are time-consuming and resource-intensive, requiring supervisors to spend significant time reviewing individual work items and providing feedback.
This approach to QA focused mainly, by necessity, on the results achieved rather than on how the tasks were being completed. Without good insight into the how it can be hard to coach agents to improve their performance.
The Benefits of Human-Verified AIQA
Combining the power of AI with an irreplaceable human touch takes QA to the next level by leveraging advanced technologies to capture, analyze, and evaluate agent activities with unprecedented precision and efficiency. It looks at the how to give you actionable insights you can use to guide improvements.
Here are some specific key benefits of this QA collaboration:
- Comprehensive Data Capture. AI speech analytics capture every aspect of agent interactions with applications, systems, and documents, providing a comprehensive view of agent activities.
- Real-Time Monitoring. Supervisors can monitor agent activities in real time or review recorded sessions at their convenience, enabling proactive issue identification and timely intervention.
- Automated Analysis. AI algorithms analyze calls and transcripts to automatically identify errors, deviations from standard procedures, and opportunities for improvement, freeing up human time and effort.
- Objective Evaluation. AI-powered QA eliminates subjective biases by providing objective evaluations based on predefined criteria and benchmarks.
- Performance Insights. Supervisors gain actionable insights into agent performance trends, productivity levels, and compliance adherence. This can then facilitate data-driven coaching and training initiatives.
Integrating Human-Verified AIQA into Your Contact Center
When contact centers integrate human-verified AIQA into their customer and employee experience processes, they unlock a myriad of benefits, including the following:
- Enhanced Accuracy. AI algorithms can accurately identify errors, anomalies, and compliance issues, ensuring higher accuracy and consistency in QA evaluations.
- Increased Efficiency. Automated analysis of transcripts reduces the time and effort required for QA evaluations, enabling supervisors to focus on coaching and development activities.
- Proactive Issue Resolution. Real-time monitoring and automated alerts enable supervisors to proactively identify and address performance issues, minimizing the risk of errors and service disruptions.
- Personalized Coaching. AI-powered insights provide supervisors with data-driven metrics and actionable feedback to tailor coaching sessions and training programs to individual agent needs.
Redefine Your Contact Center QA with ARC
At ARC, we recognize the transformative power of AI in redefining contact center QA. Our comprehensive solutions – tailored to your organization’s procedural and sentimental needs – empower contact centers to harness the full potential of human-verified AI technology to improve agent performance, enhance operational efficiency, and elevate customer experiences.
If you’re ready to ramp up your QA processes — or if you simply need to learn more — connect with the experts at ARC today to explore how we can help drive tangible results for your organization.
To get in touch, use this form to book a call, or you can reach us directly at 1-866-798-0488. If you prefer email, you can contact us at info@arcqs.com.