One of biggest challenges in operating a contact center is the matter of quality of service.
Callision’s AI-powered “Magic QA” tool allows companies to focus their quality assurance resources on problematic interactions instead of listening every single call to achieve any substantial level of accuracy.
As opposed to typical analytics, when keyword reports are generated and manual tagging and classification is needed to spot whether your agents are following the scripts and refraining from using inappropriate words or statements, Callision Magic QA picks up the overall tone of the conversation, whether it deviates from the norms, and whether the customer was satisfied by the outcome of that interaction.
Problematic conversations are tagged automatically and sent to your team for review. Meanwhile, Magic QA learns more about the specifics of your business and further narrows down the results that need to be reviewed based on trends and the way you interact with this AI.
|QA Method||Scoring All Calls||Scoring Random Calls||Magic QA|