Call Scoring, Evaluation and Analytics for Enhanced Performance
In the dynamic realm of call and contact centres, efficient customer interactions are paramount for success. Traditional call scoring and agent evaluation methods involve supervisors listening to recordings, manually scoring agents, and reporting, sometimes using an Excel spreadsheet for record keeping!
This method has several downsides, the most significant being the time it takes to go through the process. The evaluator must listen to the entire call, manually note every positive or negative element, and assign overall scores, a task susceptible to human bias. This time-consuming process often surpasses the duration of the call itself, rendering it an inefficient use of time.
Vidicode UK Apresa: Customised Evaluation for Enhanced Performance
The Vidicode UK Apresa system has a comprehensive option for call scoring and agent evaluation, introducing advanced evaluation software to overcome the limitations of traditional methods. This feature enables users to create custom-made score sheets tailored to specific needs, allowing supervisors to evaluate calls and report by agent and project. Calls can be automatically loaded into the call evaluation pool based on users, call length and other criteria.
Coupled with Apresa’s screen recording, the supervisor can present a precise overview of each agent’s customer interaction capabilities and input accuracy.
VoiceCrunch: Revolutionising Conversational Intelligence and Unveiling Truths.
Acknowledging the limitations of traditional call quality measurement, Vidicode UK has introduced VoiceCrunch, a dynamic AI system that encompasses word spotting and transcription. Seamlessly integrated with the Apresa call recording platform, VoiceCrunch automates the search process based on user-defined criteria, overcoming the inefficiencies of manual evaluations.
VoiceCrunch provides sophisticated features, including pinpointing precise phrases and crucial words, capturing sentiment and emotions, managing overtalk incidents, analysing talk style, tone, and volume, and measuring talk time and rate.
With over 40 distinct criteria available through a user-friendly drop-down menu, VoiceCrunch enables supervisors and trainers to swiftly locate desired calls and clarify key moments in calls, saving time and costs whilst enhancing compliance and overall business performance.
Empowering Customer Service Success.
In the competitive landscape of customer service (CX), market research and call centres, the need for efficient and insightful tools for call scoring, agent evaluation, and speech analytics is more critical than ever.
Apresa, coupled with VoiceCrunch, not only monitors and evaluates agent performance but also provides unprecedented insights into customer interactions. By addressing the limitations of traditional evaluation methods, Vidicode UK’s powerful tools help businesses elevate performance, enhance customer satisfaction, and empower supervisors to use their time more effectively.
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