Add genuine emotion analysis to your call center quality assurance solutions
KNOW Your Call Center™
QA7 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
QA7 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
QA7 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 QA7 is completely language agnostic! It identifies the emotional components without relying on spoken words or even expressed tonality.
Using Nemesysco’s QA7 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
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Set Your Focus on
In post-processing use, QA7's primary goal is to quickly identify mishandled calls so managers can take affirmative action, on time, and improve agents’ training.
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
