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HOW WE HELP

Actionable Data - Complete Control

Creating an actionable plan requires correct data that are easy to understand and monitor.

  • Immediate Turnaround Time
  • Consistent Quality Measurement
  • Increase Customer Retention and Satisfaction
  • Agent Standards That Match Yours

Multi-Tier Calibrations

Single calibrations are a thing of the past. Welcome to multi-step calibrations that ensure accuracy every time across the whole team.

  • QA Team Alignment
  • Supervisor Agreement
  • Full Accountability Management
  • Weekly Calibration Sessions

HUMAN + AI

Our Accuracy Matters

Increase Speed With The Efficiency Of Artificial Intelligence Data Collection

Humans do not have the speed that AI can deliver, which stops you from gaining the data needed to run your business with maximum efficiency.

Utilize the power of AI

  • Speed
  • Power
  • Accuracy
  • Efficiency

Increase AI Accuracy With First-Line Human Verification

Although AI is swift, the information needs to be verified. Without verification, the data could be inaccurate and produce false positives and negatives.

Human Verification

  • Human accuracy
  • Higher certainty
  • Increased efficiency
  • Better performance

Increase Human Accuracy With Up To Three Levels Of Blind Review

Call Criteria analysts will blindly review an interaction up to 3 times based on the calls where AI determines differences between reviews and its analysis.

Human Recheck

  • Analyst verification
  • Complete certainty
  • Better efficiency
  • 99.5% accuracy

Ensure Your Team Remains Accountable For All Actions Within The Call Criteria Dashboard

Identify which of your Supervisors are actively reviewing calls that have problems and those that are not coaching and training their agents.

Accountability Management

  • Confidence
  • Performance
  • Compliance
  • Stress-free QA

Using Speech Analytics and Human Precision To Your Advantage

Achieve automated call quality monitoring through the use of our AI technology

99 %

Accuracy

Our perfected blend of computers and humans guarantee more accurate results

78 %

Cost Reduction

Paying only for call minutes and not overhead has an immediate ROI impact

Focus on Actionable Insights

We provide Quality Analysis that provides actionable insights to improve your service and ROI.

  • Data Collection
  • Coaching Management
  • Live Dashboard
  • Dedicated Account Manager

BLOG

Recent Blog

February 16, 2021

5 Proven Ways to Effortlessly Retain Your Customers

Your call center’s main purpose is to provide impeccable customer service to protect and retain your organization’s greatest asset; the customers. However, it is nearly impossible to create customer loyalty with a customer who calls your business once or

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February 12, 2021

The Science Behind Customer Personas

Quick question, when was the last time you took a long hard look at what makes your customer base tick? If it’s either been a while or you’ve never come around to it, then you need to keep reading this. Once a strategy reserved for the ‘Apples’ of the

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February 12, 2021

10 Ways To Motivate Employees Without Spending Money

In the light of cost savings, budget cuts and possible redundancies, it may seem almost suicidal to splurge on your employees- and it is. However, you will be delighted to know that you don’t need to shave even a millimeter off your bottom line to

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February 12, 2021

Technologies That Will Define the Future of Customer Care

Although social platforms and cloud computing currently dominate the call center landscape, there are hosts of other technologies that are adept at helping businesses drive value for their call centers. And even with DMG reports predicting cloud-based

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February 12, 2021

Harnessing Big Data in Call Centers

An auto mechanic who is in tune with data (pun intended) can tell you that your fan belt is due for a change in 2,000 miles and would advise changing it today to avoid future labor costs. An airline company that knows more than your frequent flier number

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February 12, 2021

What is NLP (Natural Language Processing)?

With the advancement of computer technology and voice recognition, there is often a question about what NLP (Natural Language Processing) is and how it works. In this article, we will look at what it is, how we use it, and how it helps us provide you with

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February 12, 2021

The TCPA Trap: What Your Business Needs to Know

What do Donald Trump, Coca-Cola, and Taco Bell have in common? They’ve all been slapped with a lawsuit as a result of breaching the Telephone Consumer Protection Act at some point in their existence. So what is the Telephone Consumer Protection Act all

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February 12, 2021

What Is Speech Analytics In A Call Center? 17 Easy Q&As

Speech analytics is such a large topic that, in this article, we are going to go through some of the most common questions that we get asked, and by the end of the article, you should be able to explain what is speech analytics in a call center? There are

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February 12, 2021

Real-Time Speech Analytics – 15 Points To Instant Achievement

There has been a huge increase in the ability of speech analytics tools over the years. Post-call speech analytics were slow, inaccurate, and difficult to manage. Now, they are so fast and accurate that you can utilize real-time speech analytics (RTSA), with

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February 12, 2021

6 Roles of Quality Analysts for Call Centers Explained

As the demand for quality customer service increases, call center managers are constantly bombarded by Quality Assurance companies. Those companies propose to smooth out the so-called “bumps in the road” often experienced when managing QA. This article is

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