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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
Quality Assurance
Multiple Tier Calibrations

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

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

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

November 17, 2021

Coaching in a Call Center – Eliminate Persistent Mistakes

Call centers are only as good as the agents on the phone. You want them to be as efficient and well-trained as possible to deal with any eventuality. Coaching in a call center may seem like a daunting task, especially when you have hundreds of people with

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November 16, 2021

AI and Human Voice Analytics – Creating Better Call Centers

Every call center, especially contact centers, is built around the concept of the customer journey. The customer journey is the path that a customer takes from the first time they hear about your brand all the way through to when they purchase your product or

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November 8, 2021

Agents Shouldn’t Be Considered ‘Outdated’ in the Modern Call Center

In the modern call center, artificial intelligence has become a key component of customer service. The ability to automate many tasks and provide real-time responses is critical for today’s call centers. But as AI becomes more prevalent, it also raises

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November 4, 2021

Artificial Intelligence Influence on Call Center Performance

This article is going to focus on answering a common question: Can artificial intelligence influence call centers? Does AI change the results that they acquire through the data provided, and will we will see unmanned AI-controlled call centers and QA

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October 28, 2021

Call Center Sentiment Analysis is Vital to Customer Expierence

What is Customer Sentiment Analysis? Customer sentiment analysis is an analytical technique used by companies in order to gain insights into their customers’ opinions, attitudes or emotions towards them. It helps businesses understand what they are doing

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October 19, 2021

What Industries Use Quality Assurance? Q&A

What Industries Use Quality Assurance in their Call Center? Quality assurance can be used by any industry that has an interaction with customers or clients, such as call centers and customer service departments. The most common uses of QA are: Customer

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October 18, 2021

Improving Sales Performance through the Advantages of a High-Performing Dashboard

How Can a Call Center Improve Sales Performance Call/contact centers can improve sales performance by using the following techniques: 1. Use a call tracking system to monitor sales agent and sales team calls, identify problems in your process, and make

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October 18, 2021

How AI Speech Analytics Enhances the Process of Customer Service

What is Speech Analytics in Call Center? The process of speech analytics involves analyzing conversations that are captured by call centers to identify patterns, trends, and anomalies within them. This helps companies improve their services and products

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September 2, 2021

18 Top Points for Top Call Quality Monitoring

If you are looking to improve your contact center call quality monitoring, there are so many things that you can try. Whether it is for more first contact resolutions or because of previous external benchmarking, this article will go through 18 points that

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August 25, 2021

Call Center Quality Control – 5 Top Tips

Running a call center is a difficult thing to do. To ensure your company produces the best possible experience for your callers, you need to focus on quality. This might seem like an impossible task, especially if you’re only just starting. Even if you

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