Skip to main content
Skip to footer
As friendly, helpful remote receptionists for their clients, agents have an opportunity to improve customer satisfaction on every call. While most calls are positive, an occasional upset caller can raise concerns for clients. With thousands of calls each week, or even each day, monitoring calls to ensure agents are providing a high level of customer service can be a daunting task for supervisors.
That’s where Active Insights makes a measurable difference. With access to comprehensive call, message, and speech analytics, supervisors can use Amtelco’s Active Insights to find details about agent performance on every call. Taking it a step further, supervisors can use scripts to automate and customize the call scoring process.
The Smarter Way to Score Agent Calls
Automatically scoring agent calls saves supervisors an immense amount of time. It also makes it possible to review far more calls than manual spot-checking and removes bias concerns. Because the manual review process is time-intensive, automation also means agents receive faster and more consistent feedback.
Scripts That Streamline the Call Review Process
Active Insights uses artificial intelligence (AI) to make this possible. It creates scores by following a script that rates an agent’s performance across targeted areas, noting, for example, whether the agent answered the call correctly, verified the caller’s contact information, ended the call correctly, and completed the correct follow-up tasks, such as notifying the client.
Customization Capabilities
Instead of using a one-size-fits-all script, supervisors can set up multiple scoring scripts, each tailored to a client’s specific requirements. Even when scripts share common elements, such as correctly stating an answer phrase, different weights can be assigned based on client priorities.
Notifying Supervisors About Concerns
Active Insights can also alert supervisors to calls that require immediate attention. If a script detects unacceptable language or if an unhappy caller tone is observed, Active Insights can send an email to a supervisor. Supervisors can review the call transcript or listen to the call to hear exactly what happened. This makes it possible to proactively address a situation with a frustrated caller rather than receiving a call from an unhappy client.
Recognizing Positive Interactions
Similarly, Active Insights can scan transcripts for instances where callers praise agents for their assistance. This gives supervisors an easy way to recognize and congratulate agents for providing favorable customer service for clients.
Resources to Help You
Ready to put scripting and reporting to work in your contact center? Check out these tutorial videos on TechHelper, Amtelco’s online customer support website to learn how to create and edit Active Insights automated scoring scripts:
