Quality Assurance Automation Automatically Improves CX
Quality assurance (QA) automation allows you to leverage interaction analytics to ensure compliance, improve customer experience (CX) and drive operational effectiveness.
The data flowing through your contact center is a highly valuable asset but, even when recorded, few brands have the resources required to monitor and score every contact, leaving a wealth of information that could be working hard for your business unmined. Sitel® Quality Assurance Automation applies artificial intelligence (AI) to target key behavioral quality elements on 100% of your interaction volume delivering:
100% of call monitored
Monitor all customer interactions across voice and non-voice channels
Listen for compliance and flag any training needs
Transition from metric-based to behavioral-based coaching
Leverage artificial intelligence to improve the customer experience and drive operational effectiveness.
Increase in Revenue per Call
Increase in Sales Conversion
Sitel Quality Assurance Automation drives agent productivity and performance by monitoring and scoring 100% of calls, allowing managers to coach more effectively and in real time.