It’s tough out there for brands and businesses.
Regardless of sector or size, selling or serving is a constant competition – customers are just as likely to try elsewhere as they are to show loyalty.
Retaining customers (as well as attracting them in the first place) depends on an ability to consistently deliver on every front. Of course, it’s a given that the product or service offered must be of the highest quality, but more often than not, it’s communication that makes or breaks the deal. How organizations engage with their customers is the key to both existing and new relationships. And that means the quality of those interactions is as important as all the other moving parts.
Sure, a small percentage of conversations can be randomly selected for close scrutiny, but in larger contact centres and sales teams in particular, business confidence only comes from knowing, 24/7, exactly what is being said, by who, and how.
Unified communication smarts are, of course, able to help. For organizations (and their technology providers), partnering with the right vendor is all it takes.
“Imagine a world where every customer interaction on the phone is a smooth, positive experience – call quality assurance helps turn that dream into reality,” says Craig du Plessis, Vice President of Analytics at the leading compliant call recording and analytics solutions vendor, CallCabinet, whose suite of call QA tools does just that.
“It’s like having a secret weapon for your contact center or sales team, ensuring calls meet predefined standards for performance, compliance, and customer satisfaction. Businesses worldwide must leverage this technology to advance business profitability, especially in competitive market conditions. By implementing effective QA practices, they can enhance customer experiences, drive operational efficiency, and maintain regulatory compliance.”
Call quality assurance refers to monitoring, evaluating, and improving the quality of interactions between team members and customers during calls in a contact center, or within inbound and outbound sales environments.
It offers many benefits, including enhanced customer satisfaction, improved team member performance and engagement, data-driven decision-making, operational efficiency, risk mitigation, and ultimately, competitive advantage.
CallCabinet’s AI-powered solution securely and compliantly captures every conversation from across any communication platform and makes it available for near real-time, detailed analysis of conversation summaries, key actions, and sentiment.
Interactions are automatically scored according to set criteria to proactively improve processes, employee coaching, and identify areas of revenue leakage which, when plugged, result in increased revenue and optimal employee performance.
There is an ability to set thresholds for call clarity, crosstalk, or silence, and filter results to pinpoint specific calls exceeding set levels. It is also possible to drill down further by cross-referencing criteria such as user, group, call type, sentiment, content, or any combination imaginable.
Screen and video recording capability provides a clear view of what team members have open on their screens when talking to customers, helping to monitor workforce performance, streamline procedures and processes, quickly resolve customer conflicts, and more accurately identify best practices. There is also automated PCI DDS sensitive information redaction functionality and multi-language speech-to-text transcription.
“CallCabinet understands the challenges businesses face in today’s fast-paced world,” says du Plessis. “Meeting compliance regulations while delivering exceptional customer service can feel like a constant juggling act. That’s why we created a suite of call quality assurance tools designed to streamline the process and empower teams.
“Traditional QA processes are manual and time-consuming. Supervisors listen to and score a small subset of calls, typically 2-5% of total volume. While detailed, this method lacks scalability and is resource-intensive, especially in large contact centers. Reliance on manual processes also introduces human error and biases. Were calls properly assessed? Was there a fair balance of call types? These uncertainties impact both employee and customer experiences, leading to suboptimal outcomes.”
“Only a modern, comprehensive call assurance approach can help organizations consistently deliver the kind of quality interactions that customers crave” concludes du Plessis.
To learn more about how CallCabinet can help you and your customers’ businesses get more from their compliant recordings and conversation data, click here.
