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Quality management
Existential in customer service
Quality should be what really counts! The basis for satisfied customers, for enthusiastic employees, for relaxed clients, for long-term profit. That is why it is all the more important that service centres dedicate themselves to this topic.
If you look at the situation of many QM representatives in call centres, it becomes clear why the topic of the former buzzword "quality management" has fallen out of fashion. Today, recorded telephone calls are usually listened to by coaches or team leaders on a random basis and analysed according to defined criteria. Modern telephone systems or dedicated systems can record almost all calls. However, only a fraction of them can be used, because anyone who has ever manually analysed call recordings knows how time-consuming this kind of analysis is. Even the most diligent coach will only be able to listen to and evaluate random samples.
Your benefits
VIER Interaction Analytics
With VIER Interaction Analytics, an AI-based speech analytics solution, you can easily improve your KPIs and thus the quality of service in your contact centre. Actively use your call recordings and increase call quality and employee satisfaction, while simultaneously reducing the amount of coaching required.
Reduce coaching times
Do the employees adhere to the prescribed wording? Do they interrupt callers? With VIER Interaction Analytics, these questions can be answered and the results presented simply as well as clearly. With the help of the AI-based software, you can organise your own coaching agenda much more effectively on the basis of tangible information. With just one click, it is clear which employees should be trained most urgently on which topics. With the VIER coaching analysis tool, you are also able to obtain a complete list of conspicuous telephone calls that could be relevant for training from the analysis of all calls.
Increase team satisfaction
Without AI-based support, coaches can only listen to about two to five call recordings per employee per month. Whether the analysed conversations are among the best or the worst of the employee is left to chance. This is not suitable as a basis for a fair employee evaluation. With the VIER coaching analysis tool you receive the analysis of all conversations and can thus evaluate your employees more fairly. One click is enough and you will receive the appropriate training plan for your employees. This way, they can improve and feel treated fairly at the same time.
Increase profitability
With VIER Interaction Analytics, you can achieve more revenue per employee through a tailored customer approach. Thanks to our AI-supported software, the average handling time (AHT) can be reduced and the first fix rate increased. Overall, the quality of the conversation improves, which at the end of the day also increases the satisfaction of your customers.
Interaction Analytics
Features of the software
Topic Recognition
- Identify trends and themes over time
- Find changes quickly
- Recognize peculiarities at a glance
- Adapt customer approach
Phrase tracker
- Which competitors are mentioned?
- Which handling of objections works?
- White- and blacklist for automatic detection of certain formulations
- Benchmarks across all agents
Coaching analysis tool
- List of the most important telephone calls at a glance
- Relevance factor based on own configuration
- Note function
- Extensive filter options
At the push of a button
All relevant information at a glance
For modern ACD systems, it is no problem to record almost all telephone conversations in a service centre by means of call recording. If these call recordings are evaluated manually to determine customer satisfaction, the time and financial effort is considerable: even a very experienced coach, trainer or team leader can only listen to and evaluate 35 to 40 call recordings per day. Service managers therefore usually have to make do with random samples that are evaluated according to fixed criteria. A lot of information is lost in the process. Moreover, these random samples only form a very reduced - and sometimes unfair - basis for the assessment of employees and coaching.
An AI-based speech analysis such as VIER Interaction Analytics, on the other hand, is able to evaluate recordings of all conversations in a fraction of the time otherwise required. As a result, you receive daily updated information on Average Handling Time (AHT), First Call Resolution (FCR), target phrase fulfilment and employee friendliness at the push of a button. In addition, you can have all relevant information and KPIs clearly displayed in a dashboard.
This is possible with Interaction Analytics:
- Definition of own relevant criteria
- Listing of conspicuous recordings
- Less preparation time for coaching
- Comparability of pecularities in the team or across teams
- Targeted detection of escalations
- Quick selection of "sample recordings" for training purposes
For modern ACD systems, it is no problem to record almost all telephone conversations in a service centre by means of call recording. If these call recordings are evaluated manually to determine customer satisfaction, the time and financial effort is considerable: even a very experienced coach, trainer or team leader can only listen to and evaluate 35 to 40 call recordings per day. Service managers therefore usually have to make do with random samples that are evaluated according to fixed criteria. A lot of information is lost in the process. Moreover, these random samples only form a very reduced - and sometimes unfair - basis for the assessment of employees and coaching.
An AI-based speech analysis such as VIER Interaction Analytics, on the other hand, is able to evaluate recordings of all conversations in a fraction of the time otherwise required. As a result, you receive daily updated information on Average Handling Time (AHT), First Call Resolution (FCR), target phrase fulfilment and employee friendliness at the push of a button. In addition, you can have all relevant information and KPIs clearly displayed in a dashboard.
This is possible with Interaction Analytics:
- Definition of own relevant criteria
- Listing of conspicuous recordings
- Less preparation time for coaching
- Comparability of pecularities in the team or across teams
- Targeted detection of escalations
- Quick selection of "sample recordings" for training purposes
Case Studies
VIER Interaction Analytics in action
Case Study T.D.M.
VIER Interaction Analytics helps T.D.M. increase employee loyalty and sustainably improve customer satisfaction.
Case Study exciting
The dialogue service provider exciting introduces VIER Interaction Analytics, a cloud-based software for innovative quality management.
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