Agent Interaction Analytics solution

Client

A Leading BPO Call Center ,
Vietnam

Services

IT Consultation, Process Consultation,
Solution Implementation

Date

July 25th, 2021
Release started

Team

Solution Architect- Quality Expert - Developers
Operators - Manager

Stay focused and productive with a clean and clutter-free note space. The flexible ways to organize your notes: hashtags, nested notebooks, pinning notes to the top of the note list, etc

Business
Challenge

In Call Center services, its very much essential to keep high standards of call quality as they represent the Client as an Advocate to support their end customers or users. However, there has been many challenges in controlling the quality of Human interaction with limited monitoring methods resulting into:

Low Sampling of Call Monitoring due to high volume and Human dependency
Low CSAT score rated by customers
Mismanaged Scripts on calls not as per company standards
Risk due to improper information given out

Solution &
Result

Our approach was to understand the matrix and indicators on of quality followed by the Call Centers. Define the Process on scoring and check for available tools to support the scoring and implementation journey, further integrating the solution into their live environment.

Innobull provided a platform to score agent interaction on real time basis
Scoring Metrix based on Call Script, Tonal Analysis, Keywords Segmentation
Platform capable of capturing Intent, based on positive keyword on Voice response
Multiple Voice campaign option on portal to monitor scripts adherence

Outcome:

Monitor 100% of agent interaction
Improved supervision over agents
Business focused on more productive closure post lead generation.