AI Call Coach: Improving call centre quality with automated AI-driven coaching

Most call centres record their calls for “quality and training purposes”.

The problem is that it’s impossible for a call centre manager to review every call.

The best you can do is to review calls at random and accept that a number of “bad calls” will go undetected. Unless of course, the customer lodges a formal complaint.

And the greater the ratio of agents to managers, the bigger the problem because you can manually review less calls proportionally. You can reduce this problem by hiring more managers, but that is expensive. Or you can use AI, which is the approach that Open Universities Australia has taken.

In this Thursday Briefing, Erik van Eekelen will demonstrate the AI Call Coach solution, which automatically transcribes, and analyses call recordings, and then sends email reports to the individual agents and the manager, based on a scoring mechanism, which is determined by you.

This enables you to consistently “give praise where praise is due”, but also quickly and consistently detect and then remediate sub-optimal calls.

The system will also provide your agents with recommendations as to how the call could have been improved, based on your sales or customer service methodology