Call centre quality assurance software is a suite of tools designed to monitor and evaluate the agent performance. At its core, this software uses AI to analyse calls based on your organisation’s unique criteria. By providing detailed insights into each interaction, Invoca helps businesses understand how well their agents are adhering to their scripts and where improvements can be made. This helps companies deliver consistent, high-quality customer experiences that build loyalty.
Call center quality assurance software automatically records and transcribes 100% of contact centre calls. It uses easy-to-train AI, which you can customise for your unique business needs. For example, you can train it to detect if agents use the right greeting, properly identify the customer, ask for the sale, and use the right phrases to express empathy. The AI will then score all of your calls according to the criteria, so you can see how well your agents perform. You can visualise the data via dashboards and leaderboards.
Invoca’s call centre quality assurance software enables you to evaluate 100% of calls, giving you a complete picture of agent performance—not just a small sample. This leads to more accurate performance assessments and helps identify coaching opportunities promptly. It also makes managers more efficient, allowing them to spend less time searching for and scoring calls, so they can spend more time coaching agents. In addition, users can improve their compliance with regulatory standards, as the software highlights any deviations from required protocols.
By analysing every call with AI, Invoca's call centre quality assurance software identifies specific areas where agents excel and where they need improvement. This targeted feedback allows managers to customise their coaching sessions, focusing on the most relevant skills and behaviors. Moreover, Invoca records and transcribes every call, giving agents clear, real-world scenarios to learn from.
Compliance is crucial in many industries, and call centre quality assurance software plays a vital role in maintaining it. Invoca’s software monitors calls to ensure that agents adhere to company policies and regulatory requirements. It flags any deviations from the script or protocol, allowing supervisors to take immediate corrective action. This not only helps in avoiding fines and legal issues, but also ensures that customers receive accurate and consistent information.
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