If quality control is carried out by supervisors, then this always south africa phone number library entails large time costs and, at best, covers 5-8% of calls, depending on the audience size.
It is also possible to conduct customer surveys at the end of a call, but for certain categories this may be inconvenient - for example, for working people. In this case, the question of the representativeness of the sample of respondents arises.
We will tell you how the new Speech Analytics service helps monitor the quality of telephone service for the convenience of both customers and businesses.
Features of the MCN Telecom client
Our client, a high-speed home Internet provider in Moscow and the Moscow region, has been using Virtual PBX (VPBX) for over 4 years to organize its own call center.
Using the paid Call Recording and Call Transcription features available when connecting the PBX, the senior call center manager manually monitored the quality of calls.
The greatest attention was paid to the conversations of new operators; as for the main team, when checking their work, the supervisor strove for a standard of 5% of the total number of dialogues.
The main difficulty was monitoring problematic dialogues and situations related to the lack of knowledge of operators. Call center employees had to tag such calls manually so that the supervisor could then pay special attention to them. In practice, operators constantly forgot to do this, and dialogues that could help identify weak points in training were lost.
As for the Operator Rating function, it was possible to determine that the company's subscribers rate the quality of service as not very high.
To get details on what exactly is not satisfactory in the operators’ work, open-ended questions were added to the robotic survey at the end of the call.
Experience has shown that the percentage of customers willing to share a detailed response about service shortcomings with a robot was too low to dra
