Advanced Media and Persolworks Design jointly develop an automatic response quality evaluation report creation tool for contact centers

Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Representative Director, Chairman and President: Kiyoyuki Suzuki; hereinafter referred to as "Advanced Media") and Persol Works Design Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Representative Director, Persol Group) and Persol Group, a comprehensive human resources services company. President: Yoshiyoshi Hirabayashi (hereinafter referred to as PERSOL WORKS DESIGN) has jointly developed "AmiVoice CQM Assist ~POWERED by PERSOL WORKS DESIGN~", an automatic response quality evaluation report creation tool for contact centers.

[Development background and tool overview]

In order to improve the quality of customer service, many contact centers conduct monitoring evaluations and feedback based on the voice of operators. However, manual monitoring is burdensome, and there are many issues such as difficulty in continually evaluating a sufficient number of responses, and difficult to understand evaluation criteria. In addition, due to the demand for non-face-to-face and remote work due to the new coronavirus, operator interest in CQM (Call Quality Management) for the purpose of quality control is increasing.

[Image of transcribing using voice recognition and creating a monitoring evaluation report]

“AmiVoice CQM Assist” is an AI voice recognition solution for contact centers “AmiVoice

This is an automatic creation tool for response quality evaluation reports that works with the call quality evaluation function of ``Communication Suite''. It was jointly developed by both companies based on Persol Works Design's operational know-how and accumulated data, incorporating evaluation indicators based on the HDI Support Center Analyst (SCA)*1 proposed by HDI-Japan*2.

Automatically evaluates and scores call data transcribed into text using voice recognition, and creates individual monitoring reports for each operator. Compared to conventional monitoring, which tends to limit the number of evaluations, automatic monitoring of all evaluations is possible. In addition, since automatic evaluation is performed based on certain standards, it does not matter the experience or skill of the person doing the evaluation. It becomes possible to perform monitoring using quantitative evaluation criteria, greatly improving quality control.

[Effects of implementing AmiVoice CQM Assist]

①Improve productivity through monitoring automation

Productivity is greatly improved by automating the monitoring that was previously done manually. Additionally, it enables quantitative monitoring and evaluation based on unified standards, regardless of the experience of the quality manager.

② Continuous quality control possible by saving man-hours

Continuous monitoring and evaluation becomes possible by reducing the workload of the quality control department responsible for monitoring. Monitoring and evaluation reports can be generated for individuals and organizations at a fixed cycle (monthly or quarterly).

③ Improving operator motivation

With automatic monitoring, evaluation is performed based on a fixed standard, so there is no fluctuation in evaluation. Providing accurate feedback increases operator motivation and improves skills.

④Solving quality control issues in home contact centers

Even if there is a physical distance between the operator and the quality manager, such as in a home-based contact center, it is possible to manage the quality of the operator's response through automatic monitoring.

[Monitoring evaluation report]

Individual reports and organizational reports can be output in Excel. In addition to displaying the overall evaluation and index evaluation score, you can also check the list of uttered keywords that were evaluated. You can also check the gap between your score and the average score of your organization.

Advanced Media and Persol Works Design will continue to develop and provide innovative products to the contact center industry, where operations are becoming increasingly sophisticated and diverse, and provide services where voices are valued. .

*Note 1: HDI-Japan (operated by Think Service Co., Ltd.) provides rating benchmarking and services for support staff and support centers.Membership organization that provides international certification programs and related training courses, etc.

https://www.hdi-japan.com/

*Note 2: Support Center Analyst (SCA) is an international standard that indicates problem solving, response procedures, communication skills, etc. for effective service provision as a support person who is the first point of contact for customers.



https://www.hdi-japan.com/hdi/certification/tr_sca.asp

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