Call center quality inspection is a task that consumes enterprise energy and cost. In the past, when there was no intelligent voice quality inspection, the quality inspectors of large enterprises and the amount of recording required for quality inspection were extremely asymmetrical.
Relying on the rapid development of cloud computing, artificial intelligence and big data technology, the bottleneck of storage and processing of massive voice data has been broken. With the intelligent voice quality inspection system, companies can finally conduct full quality inspection, and record low-rated recordings in Manual re-inspection was carried out, and the quality inspection work was also under control.
The optimization of the quality inspection plan also requires manual demand planning, modeling and screening, model optimization, data analysis, and repeated verification and optimization to meet the company's strict quality inspection standards.
So, why do companies still have to do such a laborious task?
Reason 1: It’s agent supervision
Quality inspection can really accurately and effectively discover problems in the speech skills of corporate customer service center agents. If found, they can promptly remind and correct them, and train other agents to avoid the same mistakes in a timely manner, continuously improving the overall customer service satisfaction of the company. . If customer satisfaction increases, they will choose you next time, and the company's purpose has been achieved.
The difference is that the current quality inspection of agent speech skills is not only about detecting whether there is swearing, bad mood, slandering the company, etc. It is also necessary to check whether the speech process is in accordance with regulations, and whether there are any skips in the welcome, identity confirmation, order confirmation, etc. It can even be real-time. When the agent is talking to the user, it can provide marketing skills and speech coaching in real time. What should be said and what is wrong is given in real time. It is also like a sunflower guide for novice agents.
Reason 2: Reverse thinking
Enterprises can also conduct quality inspections on agents with high order success rates and spread these high-quality skills and processes to other agents. Because in reality, it is difficult for head agents to directly share their experience with others unconditionally, but through quality inspection, experience assets can be maximized without reservation.
That is to say, quality inspection is not only about correcting errors, but companies also value identifying business opportunities. In call center call recordings, there is a lot of data including user habits, process improvements, etc. that can directly reflect the efficiency of the customer service hotline and customer satisfaction and loyalty. Together with its utilization, it can effectively provide operators with decision-making basis.
Reason 3: Policy prompts
The guidance of market policies has influenced more and more companies to attach importance to call center quality inspection. As market supervision becomes increasingly mature and strict, if the quality inspection of corporate call centers fails to meet certain standards, the company will face fines or even rectification.
Large corporate organizations may face tens of thousands of calls every day, but the quality inspection capabilities of most quality inspection teams can only reach 20-50% of the total number of recordings. The quality inspection rate of large-scale enterprises such as banks and insurance companies is even less than 3 %. In this case, companies need to use intelligent voice quality inspection systems to effectively control labor costs, reduce costs and increase efficiency.
In view of this, Zhongmai Communications has integrated artificial intelligence technology and developed an intelligent voice quality inspection analysis system. Based on the data value mined from voice quality inspection results and voice work orders, it can provide personalized solutions for different enterprises in multiple industries and scenarios. Call center intelligent voice quality inspection customized service plan.
For example: in the securities industry, outbound quality inspections are conducted for risk assessment of enterprise users. Including but not limited to whether the user answers the call in person, whether the user is informed of the risks, whether the notification is wrong, whether the user agrees to all terms, whether the user has given multiple confirmations on the risks, etc.
Another example: the insurance industry, quality inspection for the product sales process. This includes whether sales staff confuse products, mislead customers, over-promise on insurance coverage, and trigger user surrender complaints.
Through Zhongmai Communications’ intelligent voice quality inspection, it can effectively improve the risk management capabilities in the service process of enterprise call centers. Relying on digital technology, it can help enterprises/institutions achieve full and seamless quality inspection of work orders, improve the quality inspection rate, and expand the value utilization of recordings. , improve supervision capabilities, improve operational efficiency, and provide continuous power to better support the development of customer contact centers.