Automating Quality Control and Training for Global Contact Centers
AI Contact Center Trainer
Industry
Contact Centers, AI-Powered Quality Control, Training Automation
40%
Reduced training period by
About the Project
When creating the trainer, our goal was to enhance quality control and employee training in contact centers worldwide, utilizing AI technology. Our product improved call analysis, automated the education process, and enabled senior agents to tackle more complex tasks, where a human touch is critical.
20%
Increased quality control accuracy by
Challenge
Contact centers in different countries face the same challenges in monitoring the quality of agents' work and educating staff. Key issues complicating their work are the following:
Handling large call volumes.
Providing practical and data-driven information to stakeholders.
A lingering training process that disrupts the team's work.
Approach
Automation of Customer Interactions
Customization of AI-powered tools to process and interpret customer data to ensure seamless communication.
Practical Reports
Implementing a call summary functionality to give stakeholders clear, actionable insights.
Focus on Non-Standard Cases
Streamlining operations, so senior agents could concentrate on complex issues, raising service standards.
Solution
Development of the trainer was divided into four main steps:
- Created a call analytics system that can collect data and interpret conversations with customers in real time.
- Automation of the training process, reduction of the workload on mentors, and standardization of the education system for use in different countries.
- Adjusted the reporting system to ensure all stakeholders have access to systematized data.
- Improved the trainer performance for better scalability and the ability to be deployed globally.
Results
Our contact center trainer made it possible to achieve significant results:
- Reduced the time of agents' training by 40%, enabling quick staff expansion.
- Increased operational efficiency by 30%, resolving customer issues with minimal human resources.
- Rising accuracy of quality control by 20%, ensuring a positive customer experience.
Leveraging advanced technology, our team modernized contact center workflows, improving operational efficiency and minimizing business expenses.
Technologies
Case Studies
