QA5 technology uses advanced voice analysis for quality monitoring and scans through all ongoing calls in your call center to identify the ones that are mistreated or contain crucial information for your business.
Call center quality assurance
Statistics show that out of every 100 calls taking place, 1 to 5 are mistreated. Randomly listening to calls is therefore very ineffective and the alternative of waiting for customers to complain is simply not a valid option in today’s competitive market.
3 paths of using Genuine Emotion & Personality Assessment in the Call Center
Customer side experience & insights
QA5 monitors and measures the customers’ satisfaction from the level of service, the products, procedures and the organizational operation.
KPI & reports
Management side & ROI
Key Performance Indicators and reports are easily created to reflect objective data for management use.
Agent’s life cycle
The Agent’s side experience
Follow your agents' emotional trends - from selection to training, to graduation and to early retirement signs.
Immediate & Objective KPIs
QA5 will start producing emotional readings right away, and there is normally no need for tuning and dictionary settings. The emotional states are universal and therefore QA5 is completely language agnostic! It identifies the emotional components without relying on spoken words or even expressed tonality.