Maximizing Customer Satisfaction with AI-Driven Call Quality By Prashanth Kancherla, Chief Product Officer, Ozonetel

Maximizing Customer Satisfaction with AI-Driven Call Quality

Prashanth Kancherla, Chief Product Officer, Ozonetel | Wednesday, 15 November 2023, 07:06 IST

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In today's business world, exceptional customer experience is crucial for growth and customer retention. The same applies to contact centers, where high customer satisfaction is a sign of efficiency. According to Harvard Business Review, 80% of customer service organizations use Customer Satisfaction (CSAT) scores as their main metric for improving customer experience.
 
Meeting customer expectations and resolving issues promptly are essential for a positive customer experience. To achieve this, contact centers need to continuously assess call quality, improve agent performance, and raise customer satisfaction scores through detailed quality assurance (QA) monitoring.
 
Manual call quality audits face challenges like sample size selection, lack of actionable insights and inconsistent quality standards. A survey of over 300 technical support centers revealed that only 11% review all tickets, while 72% use random selection for QA, which is not comprehensive for long-term improvements. Manual call quality audits are also time-consuming with trained personnel spending an average of 3.5 minutes listening to a 2-minute call for keyword detection alone.
 
Imagine if a contact center solution could automate this process and provide insights from every single call within minutes. This article explores how AI-based speech analytics can revolutionize call quality evaluation and enhance agent training plans.
 
Quality audits play a critical role in identifying issues that can impact your Net Promoter Score (NPS) and CSAT scores. Here are five key reasons businesses should conduct quality audits:
 
1. Setting Quality Standards
 
QA audits help define what makes a great customer interaction and create clear expectations for agents. It encourages a culture of excellent customer service.CallQuality audits helps in prioritizing critical aspects to minimize query resolution time and increase customer satisfaction.
 
2. Assessing Agent Performance
 
Quality audits identify where workflows and interactions can be improved. This helps managers evaluate and provide feedback to enhance individual and team performance. Additionally, this data can be used to monitor progress and establish achievable goals for the team, thereby enhancing crucial aspects of customer service, including response time, satisfaction ratings, first-call resolutions, and more.
 
3. Boosting Productivity with Personalized Training
 
Quality assurance isn't a one-time thing; it's an ongoing process. It helps train new employees and equip them with the essential skills to excel in their roles. Moreover, it motivates current agents to monitor critical metrics and self-assess their performance regularly.
 
4. Spotting Bottlenecks to Seamless Experience
 
Quality audits reveal hidden problems that affect the customer experience. When executed thoroughly, a QA evaluation will include a comprehensive review of various facets of your contact center, from agent performance to customer dissatisfaction. This can be instrumental in uncovering issues that require attention, such as low employee engagement or negative customer sentiment.
 
Improving Call Quality Audits with Automation
 
Call quality monitoring aims to enhance how agents interact with customers to align with business goals. To build a robust call quality monitoring process, contact centers must record calls and employ AI-driven tools to monitor 100% of these recordings. This providesa fair understanding of agent-customer interactions.
 
Traditionally, humans review call recordings to measure agent performance and identify coaching opportunities. This is called Quality Evaluation, but it faces problems of limited sample size and bias. Automation solves these issues, capturing all aspects of call monitoring and offering customized reports for agent evaluation and feedback.
 
To complete your quality audit strategy, you need the right tools to automate the process, making it more efficient and accurate.While tools like unified dashboards, report generators,and call &screen recordingshelp monitor call quality and provide feedback, consider adding an AI-based speech analytics solution to your tech stack. By using Natural Language Processing (NLP), Conversational AI, and Machine Learning (ML), speech analytics can instantly identify various customer-related issues, improving future customer experiences. Many organizations are adopting these solutions to extract valuable insights from customer interactions. 
 
Advanced Speech Analytics plays a key role
 
The AI-driven speech analytics solution provides comprehensive insights into customer-agent interactions, significantly improving the call quality audits.
 
These advanced analytics tools allow organizations to:
 
Customized Insights: Tailor analytics to meet specific quality evaluation parameters, such as call quality, speaking rate, and participation ratio. This customization helps in creating standardized metrics for assessing communication quality.
 
Speed and Efficiency: Rapidly analyzea vast number of customer interactions, enabling organizations to track call quality scores and customer satisfaction across thousands of calls in a matter of minutes. The ability to process and interpret data swiftly enhances the decision-making process.
 
In-Depth Analysis: The tool gives deeper visibility into performance metrics with various analytics and call transcripts. It further categorizes data by sentiment, intent, keyword, or agent, to strategically use them in the quality monitoring processes.
 
Objective Evaluation: Speech analytics tools facilitate a holistic assessment of conversational intent and customer sentiment across multiple campaigns. This empowers organizations to ensure their customer interactions align with desired outcomes and to make informed decisions regarding agent training and campaign planning.
 
Call quality monitoring is a fundamental requirement for contact centers striving for excellence in customer service. The adoption of speech analytics solutions represents a transformative shift in the customer service industry. These solutions provide a competitive edge by elevating the customer experience, streamlining quality audits, and enabling data-driven decision-making. As the industry evolves, the integration of these technologies is becoming a hallmark of modern customer service practices. The harmonious blend of human expertise and AI-driven insights paves the way for a promising journey towards consistently delivering exceptional customer service in an ever-evolving landscape.

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