Do you spend more time listening than developing agents?
GO ONE STEP FURTHER IN THE QUALITY OF YOUR CONTACT CENTER!
QUALia is an assistant for the contact center quality area that takes care of listening and evaluating all those interactions assigned to it.
It can work evaluating calls, chats, emails, that is, any interaction that occurs between customers and the brand through any channel.
It is available 24×7 and is compatible with any platform for recording and listening to interactions.
How does it work?
QUALia
is fed from the history of interactions previously evaluated by the quality technicians to establish a control group containing the evaluation metrics for the different attributes of the interaction.
From there, it listens to the new calls available, and by applying an artificial intelligence model (machine learning), it automatically classifies the results of all the calls it makes into pre-established groups.
Based on the classification made, the evaluator decides which calls to listen to and which not to listen to. For example:
- All the very bad ones
- 5% of the bad ones
- 1% of the rest (to calibrate)
This gives technicians the advantage of concentrating their time on reviewing those interactions that are below a certain quality threshold.
