Increased workload for the QA (Quality Assurance) team due to business expansion
Operations Division CS Sapporo Center Manager
Manager Watanabe
Our company utilizes a call center to conduct outbound calls to introduce and acquire insurance products. In order to ensure that explanations are easy for customers to understand and that the quality of our services is high, we have a unit called the "QA (Quality Assurance) Team" within the call center.
Our QA team transcribes all audio conversations with customers who have expressed their intention to subscribe, and checks on a daily basis to ensure that there are no discrepancies in communication with customers and that the product they want and the product selected on the screen are correct.
This work requires a huge amount of time and concentration, so as the business expanded (i.e., sales volume increased), increasing and training the QA team members became a major task.
The challenges of this work are:
1) Unexpected overtime work by the QA team on a day when sales volume increased more than expected.
2) Fatigue from transcribing audio for long periods of time leads to missed parts and incorrect recording.
3) Being so busy with daily tasks that you don't have time to identify issues that will lead to results.
4) It takes time to correct and share discrepancies in judgment that vary from person to person.
5) When judging subtle nuances, the supervisor must check the audio again, which takes time to communicate the situation.
⑥It takes time to discover and eliminate taboo words.
We wanted to somehow improve the efficiency of this work, while also stabilizing quality and speeding up training, so we began working on turning it into a text after three years.
The deciding factor for the introduction was the ability to improve the efficiency of monitoring operations and identify communication issues
The technical department at Advanced Media is very knowledgeable and took our requirements seriously. We are very grateful that they proactively revised the standard AmiVoice functions to suit our business needs. The original AmiVoice functions, such as the ability to listen to audio from any point in the recording and the ability to identify communication issues by registering NG words, were the deciding factors in our decision to introduce the service.
In addition, the system is highly rated for its easy-to-understand and well-organized design, including the voice search function and file organization. I was also impressed by the system's future potential, as we can work together to further improve our results.
By installing the PC monitor vertically,
Expanding the scope of displaying text-based call data improves the efficiency of QA work
Achieved a 41.1% increase in efficiency during the testing phase! A tool that will greatly contribute to your profits
Even during the testing stage (before terminology tuning), we were able to achieve significant efficiency improvements.
Before the introduction, the number of cases processed per hour was 2.9, but in the test phase, the result was 4.1. That's a 41.4% increase in efficiency. Considering that there are still areas before tuning (recognition rate is around 80%) that require voice confirmation and that the team members are still inexperienced, we expect the efficiency to increase by 95% to 50% after tuning (recognition rate expected to be 70%). As a result, we expect to reduce the QA team's work costs by about 100 million yen per month.
Furthermore, it is a tool that will greatly contribute to profits, as it will enable you to use the free time for analysis and feedback that will lead to improved results. By introducing this service, we can expect not only improved quality through improved accuracy and stabilization of quality in QA work, but also significant improvements in work efficiency and further increases in profits. We believe that this introduction will be very effective in allowing us to continue evolving without being trapped by existing methods and to provide even more peace of mind and benefits to our client companies and business partners.
Customer profile
Planning, management and consulting for direct insurance marketing. Mainly utilizes outbound call centers to achieve sales results.
