Manual And Automated Call QA Integration
When it comes to customer interactions, maintaining the highest standards of call quality assurance (QA) is crucial. CallCabinet’s platform not only automates call QA processes but also allows for manual overwriting of automated QA results. This feature is pivotal for ensuring nuanced and accurate assessments of team member performance.
Key Features and Benefits
Call Playback and Review
The platform enables playback of recorded calls, allowing supervisors to listen to interactions in detail. The waveform visualization helps in identifying specific segments of the call for closer inspection.
Quality Assurance Section
This section shows the automated QA results with detailed scoring and progress indicators. Each segment of the call is evaluated against predefined criteria.
Overall Notes and Overwrite Option
The QA summary includes an automated note and a checkbox option to “Overwrite Automated Result.” This feature allows supervisors to manually adjust the automated QA results based on their manually scored assessment.
Machine Transcription
The transcription of the call is available for easy reference, enabling a text-based review of the interaction.
Benefits of Manual Overwrite Feature
Enhanced Accuracy: Automated QA tools, while powerful, may not always capture the full context of complex interactions. Manual overwriting ensures that nuances such as tone, intent, and specific customer needs are accurately assessed.
Customization and Flexibility: The ability to overwrite automated results allows businesses to tailor QA processes to specific needs and standards. This flexibility ensures that the evaluation criteria remain aligned with evolving business goals and customer expectations.
Human Oversight: Supervisors can apply their experience and judgment to QA processes, adding a layer of human oversight to automated evaluations. This is especially useful for interactions that involve complex problem-solving or emotional engagement.
Training and Development: Manual overwrites can highlight areas where team members need additional training. By identifying specific instances where the automated system may have misinterpreted the interaction, supervisors can provide targeted coaching to improve team member performance.
Continuous Improvement: By reviewing and manually adjusting automated results, supervisors can identify gaps in the automated system and provide feedback for continuous improvement, enhancing the accuracy of future evaluations.
Compliance and Risk Management: In industries where compliance is critical, manual oversight ensures that all regulatory requirements are met accurately. Supervisors can verify that automated systems are correctly identifying and reporting compliance issues.
CallCabinet’s platform, with its ability to manually overwrite automated QA results, provides a balanced approach to call quality assurance. It combines the efficiency of AI with the critical insights of human oversight, ensuring that every customer interaction is evaluated with precision and care. This hybrid model enhances overall service quality, supports continuous improvement, and ensures compliance with industry standards.
See CallCabinet in Action!
For a holistic and balanced approach to call quality assurance, schedule a demo and we’ll be happy to show you.