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[CROSS-CRM FEATURES] Augmented Quality Monitoring!

[CROSS-CRM FEATURES] Augmented Quality Monitoring!

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Company Quality Services dreamed of it, CROSS-CRM did it.
What is Augmented Quality Monitoring?

It's very simple: When we wish in all or part of the items of our evaluation grid, to check the presence or absence of key words or expressions in the conversation evaluated, the evaluations or a substantial part of these are generated entirely automatically. These functions entirely exempt the evaluator from having to listen to / read the interaction or the part of the interaction concerned, the evaluation is completed or made entirely by the system.

REQUEST A DEMONSTRATION NOW! 

 

CASE OF APPLICATION 

Thanks to AI, your CROSS-CRM system will automatically fill Listener QM evaluation grids for all the following types of cases:

-Standard welcome and respect for the script

-Verification of contact details / customer identification

- Access to the customer file

-The collection of his email

-The reformulation of the request

-Polite forms

-The transition sentences

-The waiting announcement

-Thanks

-The absence of irritating or forbidden words in the teleconsultant's speech

-… ..

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WHAT'S THE POINT ?

Auto–QM:

When we wish in all the items of our evaluation grid to check the presence or absence of key words or expressions in the evaluated conversation, the evaluations are generated entirely automatically.

This makes it possible to scan large masses of interactions and to have scoring + identification of faulty calls without any human intervention.


QM increased:

When we want to validate in part of our evaluation grid the presence or absence of key words or expressions in the evaluated conversation, the relevant items of the grid are already selected when the evaluator begins his evaluation. He therefore does not have to check the presence or absence of these keywords in the interaction and this considerably reduces his evaluation time.  

WHAT RETURN ON INVESTMENT? 

Whether Auto-QM or Augmented QM, the impact on the ROI of this system is very easy to calculate: these functions entirely exempt the evaluator from having to listen to / read the interaction or the part of the relevant interaction, the evaluation is supplemented or made entirely by the system.

So just:

1/ List all the evaluation items of your QM grids which concern the verification of the presence of keywords or expressions

2/ evaluate the time generally spent by a human evaluator to listen to the interaction on this subject and complete the evaluation grid on these items

3/ multiply this time spent by the number of evaluations generated in augmented QM or Auto-QM

4/ calculate the resulting cost reduction accordingly, or conversely the number of additional evaluations that you will be able to do thanks to these functions;)

 

REQUEST A DEMONSTRATION NOW! 

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