From 2% to 100% Evaluation Coverage

When a leading telecom operator partnered with Globitel to upgrade its contact center operations, the goal was to eliminate one of the biggest limitations in traditional quality assurance: reliance on random manual sampling.

Today, thanks to Globitel’s newly launched AI-Powered Evaluation feature, that limitation is a thing of the past.

The Challenge: Low Visibility and Slow Feedback

As is common in most high-volume contact centers, the QA process relied on manually reviewing a small fraction of calls—typically just 2% to 5%. This left teams without a clear picture of overall performance, agent consistency, or customer sentiment. Critical behaviors were missed, feedback loops were delayed, and agents often didn’t receive timely or actionable coaching.

Globitel’s New AI-Powered Evaluation Is the Solution

This year, Globitel launched its AI-Powered Evaluation as a key addition to the SpeechLog Suite—giving businesses the ability to elevate agent evaluation processes and QA management cycles.

Built using advanced AI, the solution is trained to assess agent performance, detect compliance risks, identify coaching opportunities, and uncover customer sentiment trends—at scale.

And it packs all the power you need:

• 100% Call Evaluation, where every interaction is assessed, not just a random sample.
• Instant Results, empowering faster coaching and decision-making.
• Intelligent Criteria Matching, tailored to your QA forms, scripts, and scoring models.
• Bias-Free Standardization, as AI removes inconsistency in evaluation outcomes.
• Seamless QA Integration, with full compatibility with Globitel’s SpeechLog Quality module.

Immediate, Measurable Gains

Organizations adopting Globitel’s AI-Powered Evaluation feature can experience tangible improvements across key performance areas almost immediately:

• Up to 50% Increase in QA Team Productivity
  By eliminating manual scoring and shifting focus to coaching and performance management, QA teams can do more with fewer resources.
• Up to 80% Reduction in Feedback Turnaround Time
  What once took days or weeks can now be delivered within hours or even minutes—enabling timely interventions and faster agent improvement.
• 30–40% Improvement in Agent Performance Consistency
  Standardized, AI-driven scoring ensures every agent is evaluated against the same criteria—reducing bias, boosting accountability, and eliminating tedious auditing processes.
• Up to 20% Lift in Customer Experience Scores (CSAT/NPS)
  With more consistent service quality and faster resolution times, businesses often report noticeable gains in customer satisfaction and loyalty.

The New Standard in Quality Management

With the launch of Globitel’s AI-Powered Evaluation, companies now have the tools to move beyond manual limitations and toward a future where every call is evaluated, every insight is surfaced, and every agent is empowered.

Learn more about our SpeechLog Quality https://globitel.com/cx-products/cx-and-ai-analytics/speechlog-quality/