In the first part of our series of 4 blog posts focused around how A.I is transforming customer services, we’ll be looking at how A.I can be used to improve the quality auditing process.
Quality Auditing is an essential part of contact centre work, to ensure all the processes in place in your organisation are followed by employees. Whilst the value of quality auditing is incontestable, it’s still a very time consuming process, and can prove difficult for your team due to the sheer volume of information that needs to be processed on a daily basis.
You might be thinking, what if there was an easier, more efficient and more accurate way to complete Quality Auditing? Well, good news, there is!
With our Salesforce native quality auditing tool, you can facilitate the work of your team leaders and managers and increase their productivity, allowing them to focus on fast case resolution and providing your customers with the best experience possible, which in turn will convert them into loyal brand ambassadors.
Our tool includes innovative features such as quality audits directly in Salesforce, customisable forms, critical errors flagging, automated reporting and real-time feedback, coaching items, coaching forms, appeals processes, and automatic behavioural scoring.
These features help make the quality auditing process faster and more accurate, save time, and help your staff receive feedback in real-time to correct any issues promptly. It also standardises the auditing process, and makes it easier to see results over time. It’s also easy for managers and team leaders to access a team member’s individual performance, and coach them efficiently to avoid any knowledge gaps. Our tool analyses sentiments expressed by customers and agents in conversation, and then categorises urgency, to avoid customer frustrations.
If you would like to learn more about our Quality Auditing tool and our full suite of tools & A.I., please book a demo or get in touch, we’d love to help you increase productivity, customer satisfaction, and ultimately, revenue!