Call Center Quality Assistant

Call Center Quality Assistant is an AI-powered virtual Assistant which monitors quality of every call for call center. The Assistant helps call center in improving the performance of their agents and enhancing the customer experience.

The Assistant analyzes every component of a call in detail, be it, agent sentiment, customer sentiment, call handling, approach, acknowledgement, or telephone etiquette. The Assistant then scores every component individually as positive or negative. The score can be used to study and improve the mishaps. You can also use these scores to monitor an agent's performance. You can reward an agent with positive scores and train an agent with negative scores.

The Assistant smartly analyzes calls for you and help you in providing the quality support.

CCQA Features

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    Smartly Analyze the Calls

  • You can keep an eye on agent and customer’s sentimental analysis.
  • The Assistant detects hotkeys from the call.
  • You can check whether the agent is using hotkeys or not because the words agents use when speaking with customers certainly have a powerful impact, for better or worse.
  • You can listen to the call recordings to cross verify the results provided by the Assistant.
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    Perform Detailed Analysis

  • The Assistant provides you deeper analysis of Agent Sentiments category.
  • For instance, you can get all the positive sentiment calls for a specific day.
  • You can listen to all the positive sentiment calls, and you can train your agents using these calls.
  • You can listen to all the negative sentiment calls, and you can ask your agents to avoid the mistakes made in these calls.
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    Day-wise Analysis

  • You can select a particular date and know how many calls were answered in a day.
  • Analyze agent sentiments on that particular day.
  • For instance, you can know how many calls had positive sentiments on a specific day.
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    Analyze every aspect of a call

  • So, you never miss any information.
  • Know what went wrong or what was so great about a particular call.
  • Use this information to bring the best out of your agents.
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    Analyze every aspect of a call

  • So, you can know what went wrong or what was so great about a particular call.
  • You can use this information to bring the best out of your agents.

How Assistant analyzes a call

Call Handling

A warm welcome by an agent can make a rapport with your customer and a cold greeting can break the rapport. While a nice welcome helps in connecting with customers, a great farewell makes that connection stronger. A strong connection with your customer helps you in converting a customer into a loyal customer.

Attitude & Approach

Customer wants to be heard, and proper acknowledgement from an agent shows that the agent is listening to the customer, the agent understands customer's situation and what the customer shares is important to the agent. Agent's attitude towards customer's query/issue shows how much a brand values customer.

Call Center Quality Assistant

AI chatbots

Call Center Quality Assistant is an AI-powered virtual Assistant which monitors quality of every call for call center. The Assistant helps call center in improving the performance of their agents and enhancing the customer experience.

The Assistant analyzes every component of a call in detail, be it, agent sentiment, customer sentiment, call handling, approach, acknowledgement, or telephone etiquette. The Assistant then scores every component individually as positive or negative. The score can be used to study and improve the mishaps. You can also use these scores to monitor an agent's performance. You can reward an agent with positive scores and train an agent with negative scores.

The Assistant smartly analyzes calls for you and help you in providing the quality support.

Product Benefits

AI chatbot benefits