Solution
Call center compliance monitoring for agent calls
In collections, insurance, lending and telesales, agents are expected to read out certain disclosures and to avoid certain statements on every call. Supervisors cannot listen to every conversation, so a missed disclosure or a careless promise usually comes to light only when a customer raises a dispute, and then someone has to hunt for the recording.
InsightAI analyses calls and uses Compliance Detection and Keyword Spotting to flag conversations where a required phrase appears to be missing or an unwanted one appears to have been used. Flagged calls go to your compliance or QA staff for review. The software points people to possible issues; the judgement remains theirs.
Check script adherence on more calls
Manual checking reaches only the calls someone has time to hear. With Custom Scorecards you can include the script items that matter to you, such as an opening disclosure or a closing confirmation, and Automated Call Scoring assesses calls against them. Supervisors see which conversations fell short without listening to each one from start to finish.
Flags for human review, not verdicts
Speech analysis can mishear, and context matters. InsightAI is designed to detect and flag possible compliance issues so a person can listen and decide. It does not certify calls or make your operation compliant. Agent Coaching Alerts help supervisors follow up with the agent concerned once a flagged call has been reviewed.
See patterns across teams and campaigns
A single flagged call may be a slip; the same gap across a whole team points to training or a confusing script. Trend Reports show how flagged items and scores change across agents and campaigns, and Sentiment Analysis adds a view of how customers responded on the calls in question.
FAQ
Common questions
What does call compliance software do?
It analyses agent calls and flags the ones where a required statement seems to be missing or a prohibited phrase seems to have been used, so compliance staff know which recordings to review.
Will this software make our call centre compliant?
No software can promise that. InsightAI detects and flags possible issues for your people to review; responsibility for compliance decisions stays with your organisation.
How can we monitor agent script adherence?
In InsightAI you add the script items to a Custom Scorecard, and Automated Call Scoring assesses calls against them.
Can the software flag specific words or phrases on a call?
Yes. Keyword Spotting tracks the words and phrases you specify.