How do companies effectively balance the need for detailed call evaluations with the challenge of reviewing a large volume of calls, especially with the increasing regulatory requirements for call scoring?

Balancing the need for detailed call evaluations with the challenge of reviewing a large volume of calls is a significant concern for many companies, particularly with increasing regulatory requirements. To address this, companies often employ automation tools like Abstrakt, which can analyze 100% of calls and notify quality assurance teams of compliance issues or deviations from scoring metrics. This allows for more comprehensive monitoring while minimizing the time and effort required for manual reviews. Additionally, some companies prioritize calls for review based on factors such as customer feedback or specific compliance risks, allowing them to focus resources where they are most needed.

Could you provide examples or case studies illustrating how companies have successfully implemented these advancements in their quality assurance processes?

In implementing AI-powered analytics and multichannel evaluation, companies have seen significant improvements in their quality assurance processes. For example, AI conversational intelligence software can analyze calls within minutes, extracting valuable insights and providing summaries to QA teams or managers much faster than manual review processes. This enables timely identification of performance issues and opportunities for coaching or training. Check out these customer stories .

What are some potential pitfalls or considerations that companies should be aware of when implementing and utilizing call scorecards?

While call scorecards are valuable tools for evaluating agent performance and improving customer service, there are potential drawbacks and limitations to consider. One concern is that relying solely on call scorecards may not provide a complete picture of agent effectiveness or customer satisfaction. Factors such as tone of voice, empathy, and rapport-building skills may not be adequately captured by quantitative metrics alone. Additionally, there is a risk of overemphasis on compliance and adherence to scripts, which could detract from the quality of customer interactions. To mitigate these risks, companies should supplement call scorecard evaluations with other feedback mechanisms, such as customer surveys or peer reviews, and provide ongoing training and coaching to agents to ensure a holistic approach to quality assurance.

Real Time Call Scoring Archives

Blog

Call Scorecards 101

When your company deals with thousands of calls every week, every interaction is a building block of brand reputation. While it may be your agent’s 30th answered call of the day, it may be your customer’s first time calling in. Think about that. Ensuring excellence is not just a goal anymore, it’s a necessity. This…
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Templates

QA Scorecard Templates

At Abstrakt, we’ve analyzed millions of calls and have customers across many industries. We’ve seen what works… and what doesn’t work. That’s why we’ve put together this awesome template that you can steal. It’s formatted in a Google Sheet so all you have to do is make a copy. Then you can tweak the content,…
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Guides

What QA Doesn’t Evaluate on Calls

But we have data on what ACTUALLY matters and what your current QA solution isn’t evaluating. It may surprise you! Here is an example of a Financial Services customer. It proves that the “lowest” or “highest” KPIs aren’t always the best. P.S. Sandi is the best performing agent for this customer. Financial Services Company This…
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Templates

Call Scorecard Templates

At Abstrakt, we’ve analyzed over 10.2 million calls and have customers across many industries. We’ve seen what works and what doesn’t work. That’s why we’ve put together this awesome template that you can steal. It’s formatted in a Google Sheet so all you have to do is make a copy. Then you can tweak the…
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Blog

Call Scorecards and QA: Why they should never be fully automated

With the evolution of technology (especially in 2023), automation is all around us. We are partially right. Let’s explain why. Automation has a place, but also why we believe there will always be a human element – at least for the foreseeable future. “The global automation as a service market is expected to grow from…
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Blog

Why your Outbound Call Tracking Software must have in-depth Analytics

We want to show you how to compare analytics and reporting options when it comes to your outbound call tracking software…. If your current outbound call tracking software does NOT provide automated QA and compliance, here is your first sign to take a look at … We suggest to do the…
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Blog

Measuring and Improving QA scores

QA scores are important to contact centers because they … There are multiple factors that go into improving QA scores – one small change isn’t going to make a big difference. But changing too much isn’t going to change either. There is a balance in how you …
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