Solution
Call center QA automation and call scoring
A quality team can only listen to a small sample of calls. Auditors pick a few recordings per agent, fill in a scoresheet by hand and hope the sample reflects the rest. Agents feel their scores depend on which calls happened to be chosen, and problems on calls nobody listened to go unnoticed until a customer complains.
InsightAI applies Automated Call Scoring to recorded calls using Custom Scorecards that you define, so more calls can be assessed than a manual sample allows. It integrates with DialX, whose Call Recording feature captures the conversations. Your QA team reviews the scores and spends its listening time on the calls that need it.
Scorecards built on your own criteria
Every call centre audits differently. Custom Scorecards let you set the criteria that InsightAI scores against, so the automated audit reflects your process rather than a generic checklist. Keyword Spotting picks out the words and phrases you want to track, such as a required greeting or a product name mentioned by the customer.
From a score to a coaching conversation
A score on its own changes nothing. Agent Coaching Alerts draw a supervisor's attention to agents and calls that need follow-up, and Sentiment Analysis adds context on how the customer reacted during the conversation. Team leaders can go into a feedback session with specific calls to discuss instead of general impressions.
Dialling, recording and scoring together
InsightAI lists integration with DialX and CorePBX. In DialX, Call Recording captures the calls and the Live Monitoring Dashboard shows supervisors what is happening on the floor at that moment. InsightAI then covers the review afterwards, with Trend Reports showing how quality scores move across agents, teams and campaigns.
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FAQ
Common questions
What is call center QA automation?
It is the use of software to score recorded calls against a quality scorecard automatically, in place of auditors listening to a small hand-picked sample.
Can automatic call scoring use our existing QA scoresheet?
InsightAI provides Custom Scorecards, so you define the criteria it scores against. We would need to go through your scoresheet with you to confirm how each item can be assessed.
Does an automated call quality audit replace human auditors?
No. Automated Call Scoring covers the routine checking, and your auditors review the results, handle disputed scores and coach agents.
Which dialler or phone system does the QA software work with?
InsightAI lists integration with DialX and CorePBX. If you use another system, please ask us before you decide.