January 01, 2024
5 Minute Read
Unleash the Power of AI in Quality Monitoring
Contact centres play a vital role in delivering exceptional customer service and maintaining strong customerrelationships.However, the high attrition rates pose significant challenges for businesses.The UK averageturnover rate sits at 15 %, compared to the contact centre which is much higher at 26 %.Fortunately, theintegration of gamification techniques has emerged as a powerful solution to combat the high levels of attritionand foster a positive work environment.In this blog, we will explore the problems associated with attrition in contact centres and delve into the positive impact that gamification can have on this industry.
Speech Recognition & Analysis
One of the most powerful tools for call centres is speech recognition. By converting spoken words
into text, AI algorithms can analyse conversations for keywords, sentiment and more. This helps in
identifying whether the agent has fully addressed the customer’s concerns but also gauges the
emotional tone of the conversation, highlighting areas of potential satisfaction.
With AI’s ability to process vast amounts of data, call centres can derive actionable insights about
their operations. Whether it is identifying frequently asked questions, understanding recurring
customer complaints, or assessing agent performance, AI empowers decision makers with data-
driven insights to continually refine their operations.
Traditionally, quality assurance in all centres involved auditors / supervisors manually listening to a
small sample of calls and providing feedback. With AI, every call can be monitored in real-time
allowing agents to receive immediate feedback and coaching thus enabling them to correct their
approach during a call or be better prepared for the next one.
With the analysis of vast data sets, AI can predict call outcomes based on the conversation’s initial
segments, e.g., it can forecast if a call might escalate based on the customer’s tone or choice of
words. This can alert supervisors to potentially intervene or follow up with both the customer and
Personalised Training & Development
The depth of AI’s analytical capabilities can identify strengths and areas of improvement for each
agent. Instead of generic training sessions, agents can receive personalised coaching based on their
specific needs ensuring a consistent improvement in call quality.
Automated Quality Checks
AI can allow for compliance and process checks to be completed on every customer contact ensuring
100% interaction analysis. With complete coverage, coaching and training can be focussed in the
most appropriate areas with those who need it most.
In conclusion, the fusion of AI with call centre operations represents a paradigm shift in quality
monitoring. It ensures that businesses are proactive in their approach, anticipating challenges and
addressing them efficiently. As AI continues to evolve, it promises to further refine and revolutionise
the call centre landscape, setting new standards in customer excellence.