Are your QA managers struggling with this too?
- Manual evaluations are tedious, mind-numbingly boring, and time-consuming.
- No matter how hard you try, you can only evaluate a tiny fraction of your call volume.
- Blind spots and a lack of coherent insight mean your customer service quality and CC efficiency are suffering, and you don't meet your KPIs.
Are you wondering if there is a better way? Now there is!
Score 100% Of Your Calls, Get Full Insights
Contact centers can only evaluate 2 to 5% of their call volume when using manual methods, resulting in a lack of insights. By scoring 100% of your calls, you get a much clearer picture of what is happening in your contact center.
This enables you to clearly identify agents or teams that require more coaching, determine the success of training initiatives, pick out calls that need follow-up, and much more.
Topical & Sentiment Analysis
MiaRec's unique combination of topical and sentiment analysis allows you to understand at a glance what your customers are calling about and how they feel about the topic.
This enables you to keep track of trends, determine specifically bad calls for follow-up, identify training gaps, and much more.
Advanced Quality Management Reporting
Monitor trends and track individual or group performance improvement over time to know exactly how each department, team, or user is performing. Using MiaRec’s visualized performance reports you can easily identify any agent’s strengths and areas for improvement.
As a supervisor, you will never be in the dark again. You can view and drill down into call, day, group, user, and agent performance KPI stats, automatically receive call transcription, share evaluation results with the team, trigger weekly email updates, and much more.
Top Call Center QA Challenges and how AI-Powered Solutions can really help
