How Can Businesses Ensure they QA Every Call and Not Just Samples?
Updated: Oct 29
Call centres are essential to many businesses, providing a way for customers to get help with their questions and problems. However, call centres can be high-volume environments, with agents handling hundreds or even thousands of calls per day. This can make it difficult for quality assurance (QA) teams to manually review all of the calls to ensure that agents are meeting compliance and performance standards.
Manual reviews are time-consuming and expensive. In addition, they can be subjective, as different QA reviewers may have different interpretations of the compliance and performance standards. This can lead to inconsistencies in the review process and inaccurate results.
Here are some of the key challenges of manual reviews for calls in high-volume call centres:
Scalability: It is difficult to scale manual reviews to meet the needs of high-volume call centres. QA teams would need to hire a large number of reviewers to listen to and evaluate all of the calls. This can be expensive and time-consuming.
Consistency: Manual reviews can be subjective, as different reviewers may have different interpretations of the compliance and performance standards. This can lead to inconsistencies in the review process and inaccurate results.
Accuracy: Manual reviewers are prone to errors, especially when they are listening to a large number of calls. This can lead to inaccurate results and missed opportunities to identify and address performance problems.
Automated Call Review Solutions
Automated call review solutions can help to overcome the challenges of manual reviews. These solutions use artificial intelligence (AI) and machine learning (ML) to analyse call recordings and identify areas where agents are meeting or falling short of compliance and performance standards.
Automated call review solutions offer a number of advantages over manual reviews:
Scalability: Automated call review solutions can be scaled to meet the needs of even the largest call centres. They can analyse thousands of calls per day without sacrificing accuracy or consistency.
Consistency: Automated call review solutions are objective and unbiased. They use AI and ML to evaluate calls based on pre-defined criteria, ensuring that all calls are reviewed fairly and consistently.
Accuracy: Automated call review solutions are highly accurate, with accuracy rates of 95% or higher. This means that businesses can be confident that the results of their automated call reviews are accurate and reliable.
In addition to these advantages, automated call review solutions can also help businesses to:
Identify and address performance problems: Automated call review solutions can help businesses identify and address performance problems early on. This can lead to improved agent performance and better customer experiences.
Reduce costs: Automated call review solutions can help businesses reduce the costs associated with manual reviews. This includes the cost of hiring and training QA reviewers, as well as the cost of lost productivity.
Improve compliance: Automated call review solutions can help businesses improve compliance with industry regulations and standards. This can help to reduce the risk of fines and penalties.
Manual reviews are ineffective for calls in high-volume call centres. They are time-consuming, expensive, and subjective. Automated call review solutions offer a number of advantages over manual reviews, including scalability, consistency, accuracy, and cost savings. Businesses that use automated call review solutions can improve agent performance, customer experiences, and compliance, and reduce costs.
How SalesGem helps Automate your Call Centre Reviewing Process
SalesGem provides the solutions to support businesses of all sizes in ensuring that they have the means to ensure every call with a customer meets the QA standards of the business on an ongoing basis. Get in touch to learn more and how you can access a free trial.