Contact Center Industry
Real-Time Call Coaching Software - Contact Center
As a Team Leader, you look to measure KPIs such as first call resolution success, average handle time, customer satisfaction and average after call work time. When seconds count, it is time to stop being reactive with the training you provide to your Agents.
- Recommended Responses instantly give Agent’s a higher chance of success to resolve customer issues on the first call.
- Utilizing Frameworks, important details to capture are never missed.
- Automatically linking out to deeper documentation via Recommended Responses decreases Average Handle and Hold Times.
- When the pressure is on, utilizing Real-Time Call Coaching Software ensures Phone Etiquette instantly improves.
- Leveraging Post-Call ABSTRAKT’s, easily understand the high level success of every call
- Talk/Listen Time Ratio metrics help to validate your Agents are actively listening
- Framework completion score metrics automatically score your Agent’s level of regulatory compliance and adherence to policies.
- Real-Time access to post call transcript leaves no excuse for for Agents to not input call notes.
- Frameworks allow you to easily deliver the relevant call structures and compliant talk tracks on day one.
- Recommended Responses re-enforce the objection handling training previously done.
- Higher success rates reduce Agent turnover, leading to more time spent optimizing current team.
- Easily report on and identify non-compliant calls without ever listening to a call recording.
- Post call ABSTRAKT reporting gives you Real-Time visibility into quality and compliance of your Agents
- Framework completion scores allow you to focus your coaching and monitoring with Agents that need the most help
- Tracking objections, allows you to filter calls for certain types of objections.
Configurable and Live in Minutes
ABSTRAKT offers Real-Time Call Coaching Software powered by the latest in Natural Language Processing and AI. Reps, Recruiters and Agents are provided the right information, at the right time, live on the call, or demo all based upon what is being said by the prospect or customer. ABSTRAKT is technology agnostic, working across any computer-based dialer or video conferencing technology on the market today
- Latest in NLP/AI (Natural Language Processing and Artificial Intelligence
- Proprietary Relative Accuracy Scoring
- Best in class speech to text accuracy >94%
- Technology stack agnostic