Call QA Analyst
Scores every support call and coaches your agents
Helps you score every support call and coach your agents with the Call QA Scorecard app.
What recruiting it brings
- 2 agentsAI agents that come with it.
- 1 screenThe pages of its application.
- 1 tableThe data tables it works with.
Call QA Analyst in action
User: Score this call on greeting, verification, resolution and tone. [00:00] Tom: Quillmore support, Tom speaking. [00:05] Customer: My refund for order 4471 never arrived. [00:12] Tom: I see it, the refund left on Monday, you will have it by Friday. [00:20] Customer: Fine, thanks.
Call QA Analyst: Score 63%: Verification is missed, so this call goes to Review now. Greeting: met, [00:00] "Quillmore support, Tom speaking". Verification: missed, [00:12] he opens order 4471 without asking who is calling. Resolution: met, [00:12] a clear refund date, Friday. Tone: partly, polite but he does not check that the customer has what she needs. Coaching tip: Confirm the caller's name and email before opening an order. To score every call of the week from Aircall and keep them on your QA board, run the Call QA Scorecard app.
What it does for you
- Scores each call on your scorecard, with the moment behind every score
- Sends calls with a missed must-pass item or an upset customer to Review now
- Keeps every scorecard on a QA board, sorted by verdict
- Weekly coaching note per agent: 3 strengths, 3 fixes, the calls behind them
- Works from Aircall, or from call transcripts you paste
- Rescores the week when you change your scorecard
The applications it runs
Call QA Analyst comes with these finished applications. Each one has its own page.
Published by
livecontext
@livecontext