QA7 Voice analysis technology uses advanced voice analysis for Genuine Emotion Detection to scans through all ongoing calls in your call center and identify the ones that are mistreated, requires training or contain crucial information for your business.
Research 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 or just leave is simply not a valid option in today’s competitive market.
Monitor the customers’ satisfaction from the level of service, the products, procedures and the organizational operation.
Key Performance Indicators and reports are easily created to reflect objective data for management use.
Follow your agents' emotional trends - from selection to training, to graduation and to early retirement signs.
Automated generation of unbiased reports measuring overall site, group and individual performance over time
Identify various warning signs earlier and faster
Track agents' performance to improve training and apply gamification techniques
Identify emotional patterns of the agents over the day to optimize the work schedule
QA7’s primary goal is to quickly identify mishandled calls so managers can take affirmative action, on time, and improve agents’ training.
Collect agents’ and customers’ emotional profiles in the CRM system
Add BIG DATA analysis to identify emotional interactions and find “Cultural/Emotional based” optimal matches
Match the most suitable agent to the customer’s emotional profile
Offer the most suitable products, with the most suitable agent, at the most suitable time