January 26, 2024

Call Center Quality Monitoring: The AI Solution for Supervisors

Article written by Anne on
January 26, 2024
Article written by Jane on
January 26, 2024
Article written by Xavier on
January 26, 2024

As a supervisor, you are aware of how crucial it is to control the quality of interactions between agents and clients. However, this task is incredibly time-consuming. With AI, you can optimize this process by transitioning from manually analyzing only 2% of calls to an automatic analysis that can reach 100%, thereby freeing up time to focus on developing the agents' skills and providing insights to make the best decisions.

The Contribution of AI in Quality Monitoring

Thanks to AlloIntelligence, our quality monitoring solution, transform the hundreds of hours dedicated to double-listening into valuable time focused on human interaction and strategic decision-making. Today, the power of our AI engine allows for:

  • Very accurate transcription: for large-scale coaching and Quality Monitoring
  • NLP analysis of customer sentiments and intentions
  • Identification and separation of speakers - enables distinguishing between the agent's and the customer's voice
  • Detection of silences and analysis of hold times and response delays

Analyze Up to 100% of Interactions

With AlloIntelligence, analyze up to 100% of your customer interactions, compared to the 2% typically done manually. Make informed decisions to improve customer experience based on a truly representative sample of calls.

Obtain Quality Scores

Enter your quality grid, AlloIntelligence reads it and analyzes all calls based on your criteria. With the grid refine solution by AlloBrain, the AI autonomously asks questions to adjust the quality grid, understand all its aspects, and thus achieve the same performance in judgment as an experienced supervisor.

Based on the quality grid, the call is analyzed on all criteria to be assigned an overall score as well as a score by category. Find the details of each analysis on your supervisor view.

screenshot of the AlloBrain's Quality Monitoring Platform - showing the agent call scoring
AlloBrain's Platform - Agent Scoring

Eliminate After-Call Work

The sequence of calls is separated by tedious work performed by agents to encode the call and summarize it. This work, although very important, can be automated by AI.

For each call, AlloIntelligence's quality monitoring solution performs after-call work tasks so that the agent can focus on the calls, where their expertise and empathy bring great value. The analysis work is directly sent to your information systems - CRM, with the following information:

  • Automatic summary of the call
  • Analysis of topics/emotions
  • Meta data
screenshot of the AlloBrain's live AI platform - showing the call summary
AlloBrain's platform - Live call analysis

Focus on Coaching - Enhance Your Agents' Skills with AI

Get Coaching Recommendations for Agents

On your dashboard, track which agents are overperforming and underperforming by topic. This view quickly identifies agents struggling with customer behaviors like price objections and allows you to push an e-learning module to their personal space in one click.

Bring Your Expert Perspective

Discover the details of calls by agents. Get the list of all calls where they encountered difficulties and the key moments of the call to listen and provide your own comments on a situation.

Personal Space

Track the performance of agents on their dashboard. Follow their performance with KPIs such as:

  • FCR (First Call Resolution)
  • AHT (Average Handling Time)
  • Average calls/day
  • Average quality score
  • Opportunities for improvement
  • Successes
screenshot of the AlloBrain's quality monitoring platform - showing the agent detail
AlloBrain's platform - Agent detail

Leave comments, schedule the next coaching session. Track the evolution of agents' performance by criteria and measure the impact of coaching sessions on their performance.

By relying on AI solutions like AlloIntelligence, call centers can revolutionize their approach to quality monitoring. This digital transformation increases operational efficiency, enhances customer experience, and fosters the professional development of agents. Adopt AI and let it lead you towards customer service excellence.

Article written by Anne on
January 26, 2024
Article written by Jane on
January 26, 2024
Article written by Xavier on
January 26, 2024
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