Automatic evaluation of operator response quality! Improve response quality and reduce training costs
Advanced Media Corporation (Head office: Toshima-ku, Tokyo; Chairman and CEO: Kiyoyuki Suzuki; hereinafter, "Advanced Media") has announced the development of a voice recognition system for call centers called "AmiVoice®Communication Suite" will be equipped with an industry-first (according to our research) new function, the "Call Quality Evaluation Function," and will be available from Friday, September 2012, 9.
The sales price starts from 2,100 million yen (tax included) (assuming 100 seats), and we expect to sell 20 sets over the next year.
This feature uses advanced voice recognition technologyAmiVoice®By automatically scoring the transcribed call content based on objective evaluation criteria, it is possible to instantly evaluate all calls using the same criteria. In addition to the evaluation of each call, it also has a monthly statistical display and report output function, which can improve the quality of service provided by operators and reduce center operating costs by streamlining response quality evaluation tasks and initial training tasks.
Call centers are the front lines of utilizing customer feedback (VOC), and depending on how customers are treated, undesirable reputations can spread on message boards and blogs, sometimes resulting in huge business losses, so the sophistication of their management and operation is an important point in corporate strategy. From the perspective of risk management in particular, it is urgent to pay attention to even the smallest customer service issues and to create a system for quickly discovering and improving telephone service that damages the company's image. However, there are issues such as further enhancing operator education, which entails increased costs, and establishing objective evaluation criteria that are not dependent on the subjective opinions of supervisors and managers, in order to improve the quality of service.
To address these issues, we have developed a "call quality evaluation function." Its features are as follows:
① The following four evaluation points are instantly and automatically evaluated based on the text of the call that has been transcribed using voice recognition technology, in accordance with pre-determined scoring rules and using the same standards.
- "Keyword evaluation" to check whether keywords that should or should not be spoken were actually spoken
- "Speech speed evaluation" to determine whether you are speaking at an appropriate speed
- "Speech timing evaluation" to evaluate the appropriateness of the timing of the customer's words
・"Call time evaluation" to evaluate call time, etc.
Scoring rules can be customized for each client and for each client's business operations.
② The evaluation results can be displayed in various forms, such as the score for each call, the average score for each operator, the overall score distribution, and a comparison with the previous month. Not only can they be checked on the screen, but they can also be printed out as an evaluation sheet (report), so managers can add their qualitative evaluations in the comments section and use them for coaching.
③ If you export the data to a CSV file, you can easily process it in Excel and use it effectively in various situations such as coaching, monitoring, and report creation.
In addition, to help customers who adopt the "Call Quality Evaluation Function" make the most of it, we will customize the scoring rules to meet each customer's needs, as well as provide an "Active Concierge Service," which provides support during the planning and launch phases of incorporating the function into a customer's unique management system.
Advanced Media will continue to develop innovative products and customer services for the call center industry, where operations are becoming increasingly sophisticated and diversified, and will continue to develop services that value customer feedback.
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[Inquiries regarding this matter]
[Press relations]
Business Management Headquarters Public Relations Team
TEL：03-5958-1307
FAX: 03-5958-1032
Email:
press@advanced-media.co.jp
【customer】
CTI Division
TEL：03-5958-1091
FAX: 03-5958-1033
Email:
info@advanced-media.co.jp
