Solutions for Supervisors (1) Detect risks early

Problem 問題点

Checking for off-limits words from a compliance point of view is extremely important. Yet, doing this by listening to each call is a daunting time-consuming task for managers.

Solution Solution

ForeSight Voice Mining lowers compliance risk and reduces customer complaints by automatically checking risky and off-limits language.

(1)
Supervisors will be alerted in real time when agents utter risky or non-compliant words and phrases, and can detect problems and risks early.
(2)
Supervisors can review the call transcript, and quickly grasp the situation and take actions.

Solutions for Supervisors (2) Evaluate agents fairly

Problem Problem

For better agent retention, fair and appropriate agent evaluation that keeps agents morale high is critical. The traditional method of selecting and evaluating random calls has the following problems.

(1)
Agents evaluation is based on a small sample of their calls and may not represent their fair performance.
(2)
Evaluation can be subjective and it may vary by evaluator.
Solution Solution

ForeSight automatically evaluates 100% of calls and gives supervisors performance metrics such as talk script adherence rate, enabling fair agent comparison and evaluation. Agents also benefit from this objective and quantitative performance evaluation and their job satisfaction can improve.

Solutions for Agents

Solutions for Agents

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Solutions for Analysts

Solutions for Analysts

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