AI in Action: How Automated Quality Management Redefines Contact Center Standards

With customer expectations for faster, personalized, and more accurate service higher than ever, the contact center landscape is evolving rapidly. A lot of technologies and solutions are being introduced in the BPO industry to enhance operational efficiency. Automated Quality Management (AQM) is one of the high-tech solutions powered by AI.

This shift from manual to automated quality assurance has redefined contact center standards forever. In addition, it leverages you to take advantage of speech analytics, machine learning, and NLP technology, which helps to enhance CSAT, NPS, AHT, and all other benchmarks.

In this blog, we are going to understand this shift more precisely, focusing more on the impact of AI-based AQM on call center services.

What is Automated Quality Management (AQM)?

Automated quality management refers to the approach of utilizing AI technologies to monitor and evaluate customer interactions. The entire process gets executed without human intervention and enables the analysis of calls, emails, social media, and chat processes.

The AQM was introduced to call centers to remove the limitation of evaluating only 10-15% of the overall interactions. In addition, it also helped to assess each process in real time, ensuring a holistic understanding of your agent’s performance and customer experience.

Additionally, AI-powered AQM works efficiently per business needs, following the four-step procedure:

Step 1: AI-driven tools and algorithms capture customer interactions across all available communication channels.

Step 2: Speech analytics and advanced NLP algorithms process the interactions to identify intent, sentiment, and keywords.

Step 3: The machine learning algorithms starts to score the interactions based on historical data, interaction patterns, agent performance, compliance and all your custom defined factors.

Step 4: As a result, you receive insights in the form of a QA scorecard, helping you improve call center services accordingly.

Challenges Resolved by Automated Quality Management

With the traditional quality assurance methods, call centers were stuck with manual processes. All such procedures were time-intensive and also prone to human errors. The automated quality management addressed all such issues and resolved the following challenges.

Limited Sample Size: Most QA teams manually evaluate the interactions, covering a maximum of 10% of them. However, automated quality management (AQM) analyzes 100% of interactions across your multichannel and omnichannel setup.

High Costs: Scaling manual QA procedures requires higher costs, as you need to hire new people and configure additional IT infrastructure. However, by using call center quality management software with AI capabilities, all such costs are eliminated.

Delayed Feedback: AQM provides real-time results to agents and call center managers, helping them make relevant decisions promptly. As a result, you don’t wait for days or weeks for feedback and take advantage of every possible opportunity.

Biased Evaluation: Numerous call centers observed that biased evaluations are made for agent’s performance. AQM addresses this challenge and ensures a transparent process, complying with industry regulations and standards.

All these challenges hinder the quality of a call center. To overcome these, you should avail yourself of an AI-powered contact center quality assurance software, offering scalability, custom QA scorecards, and real-time capabilities.

How AI-Powered AQM Redefines Contact Center Standards

AI-enabled AQM is the complete solution for every quality assurance need. From speech analytics, compliance and real-time monitoring, it offers every state-of-the-art feature necessary for your global call center.

1: Comprehensive Interaction Analysis

One of the significant advantages of AI-driven AQM is its capability to analyze 100% of customer interactions. It ensures that you don’t miss any critical opportunity to streamline workflow and opportunities to improve the services.
In addition, AI tools help to process vast amounts of data, aiding in identifying patterns, and trends that get neglected by manual QA process. For instance, an AQM solution helps to determine why your CSAT score dips during a specific period or aids in discovering the root cause of customer dissatisfaction.

2: Speech Analytics to Decode Customer’s Voice

Speech analytics is one of the primary features of an AQM solution. Consider it as a cornerstone, that helps to convert voice interactions into actionable insights. Additionally, it helps the call centers with:

• Identifying customer satisfaction and frustration through their tone, voice, and choice of words.
• Tracking compliance by analyzing the phrases agents use to resolve customer issues and sales opportunities.
• Flagging the unnecessary pauses and gaps while communicating with customers, that impact the call handling time.

A supervisor or call center manager can use all these insights to address customer concerns, reduce de-escalation, and improve agent performance.

3: Real-Time Feedback and Guidance

In manual QA setups, agents wait for days and sometimes even weeks to receive performance feedback. However, with AI-driven call center quality management software, they receive instant feedback while interacting with a customer. It helps them to correct their mistakes, improve ongoing and future conversations, and enhance CSAT scores.

For instance, if an agent forgets to include a compliance disclaimer during a sales call, the speech analytics in AQM will flag it. Further, the agent will receive real-time suggestions to mitigate that mistake and provide compliance details to the customer.

4: Compliance Monitoring

For industries like healthcare, finance, retail, and insurance, maintaining regulatory compliance is mandatory. AI-powered AQM helps all the companies in such industries to monitor and ensure their customer interactions adhere to compliance requirements. Whether it’s HIPAA, PCI DSS, HITECH, GDPR, or any other standard, AI ensures adherence to all.

In addition, mainly features like keyword tracking and automated redaction are utilized for this purpose. Therefore, you should choose a solution offering speech analytics to reduce the risk of costly fines and reputational damage.

The Business Impact of AI-enabled AQM in Call Centers

AI-powered AQM systems, such as BeyondQA, deliver measurable results, helping businesses transform and elevate agent performance, customer satisfaction, and overall workflow. Additionally, it also leverages with following benefits:

Improved CSAT and NPS: The real-time analysis and guidance by AI helps the agents to deliver empathetic and personalized service. This consistency leads to achieving 4.5/5 or more CSAT and 90%+ NPS score.

Reduced Customer Churn: AQM proactively identifies recurring pain points of customers and helps businesses address them appropriately. It results in reduced customer churn rate and better retention.

Scalable Operations: The advanced AI algorithms and machine learning capabilities of AQM seamlessly evaluates growing volumes of interactions. It allows firms to scale operations without any disruption.

Enhanced Employee Engagement: With real-time feedback and assistance, you empower the agents to improve their skills and performance. It leads to boosting their morale and reducing the attrition rate.

Key Features to Look for in a Call Center Quality Management Software

When you have to select an AQM solution for your call center, prioritize features that align with your business requirements and goals, such as:

• Real-time analytics to provide instant feedback and guidance to agents.
• Omnichannel support to evaluate interactions across chat, call, mail and social media.
• QA scorecard customizing facility to gain results per your specific requirements.
• AI-powered quality management to enhance operational efficiency.
• Agent self-scoring mechanism for personalized review and performance enhancement.

These are some of the essential features that you should never overlook. If a call center quality management software has all these or a minimum of three, that’s the one for you.

Conclusion

AI-powered quality management software for call centers is more than a technological innovation. It’s a strategic approach for businesses to enhance their operational efficiency, customer service benchmarks and ensure compliance. In addition, it helps to improve overall service quality by evaluating all kinds of interactions within minimal time and by offering real-time insights.

If you are also looking to embrace customer service, then investing in AI-driven AQM software is a game-change decision.

Frequently Asked Questions