We’re here to guide you toward complete control over your quality assurance. Our AI-powered Auto QA solution ensures that every customer interaction is evaluated, helping you optimize agent performance, boost customer satisfaction, and protect your compliance efforts.
Automated 100% Call Coverage
Unlike traditional QA methods that cover only a small sample of interactions, MiaRec automatically evaluates 100% of calls with Generative AI, so nothing is missed.
Customizable Scorecards
Customizable scorecards allow contact centers to tailor QA evaluations to their specific goals. Supervisors can create unlimited scorecards for different teams or call types, set pass/fail thresholds, and assign varying point values to ensure precise control over agent performance.
Evidence-Based Scoring Validation
Enhance transparency and accountability in call scoring through evidence-based scoring validation. Each question on the scorecard is linked directly to specific parts of the call transcript where the relevant interaction occurs.
This allows supervisors and QA teams to see exactly why a particular score was given.
Advanced QA Dashboards
Advanced QA dashboards provide complete visibility into quality scores, with breakdowns by scorecard, section, and even individual questions. Managers can track performance at both team and agent levels, using trend analysis to spot improvements or areas needing attention.
This enables proactive performance management, ensuring consistent quality and continuous improvement across your contact center.
“Automated call quality evaluation score cards will replace hours of manpower currently spent by several team leads performing these call evaluations manually. It would also provide a truer agent performance rating since all calls are rated, not only the ones that are randomly selected.”
Victoria Johnston
Director of CX Operations
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