Add genuine emotion analysis to your call center quality assurance solutions

KNOW Your Call Center™

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

CSAT Management

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.

Using Nemesysco’s QA5 emotion analysis technology, your call center solution can now enable new and advanced features

Automated reports

Automated generation of unbiased reports measuring overall site, group and individual performance over time

Warning signs

Identify various warning signs earlier and faster

Agent performance

Track agents' performance to improve training and apply gamification techniques

Workforce optimization

Identify emotional patterns of the agents over the day to optimize the work schedule

Use personality analysis to improve sales

Start building today for a solid tomorrow

Collect

Collect agents’ and customers’ emotional profiles in the CRM system

Analyze

Add BIG DATA analysis to identify emotional interactions and find “Cultural/Emotional based” optimal matches

Match

Match the most suitable agent to the customer’s emotional profile

Offer

Offer the most suitable products, with the most suitable agent, at the most suitable time

Have a question? We are here to answer.





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