Supercharge Your
Quality Assurance
And Improve CX
Establish a comprehensive quality framework. Standardize processes, optimize service delivery, and ensure continuous improvement across your operations
Delivering a consistently high-quality customer experience requires a proactive approach to quality management. Basic QA methods struggle to keep up with today’s fast-paced environments and complex operational needs
Speechlog Quality uses a structured
approach to managing quality and
improving CX
Standardization
Ensure uniform evaluation criteria across all teams through a consistent, structured quality assurance process
Automate QA Activities
Streamline the quality assessment process with automation, reducing manual work and enhancing accuracy
Monitor Interactions
Continuously track and evaluate interactions across all channels to identify areas of improvement and ensure high-quality service
Sustain Consistency
Ensure that all employees are evaluated using the same standards, and foster a culture of fairness and accountability
A complete solution to uplift
the whole quality cycle
Increase service quality and efficiency
Improve compliance with standards
Enhance agents' training and development
Improve customer satisfaction and NPS
Deploy a robust Quality framework
using best industry practices
Customize Your Quality Standards with Ease
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Set any quality measures and call drivers to align with your business goals and ensure relevance to your specific operational needs
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Configure the system to detect and flag any specific attributes such as short calls, long hold times, or specific customer segments, to address key areas requiring more attention promptly
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Tailor your quality evaluation forms for different functions or skill levels, allowing for precise and relevant quality assessments
Deploy a best-practice QA Framework
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Set monitoring and quality sampling rules based on any operational needs, ensuring a consistent and comprehensive review process
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Easily manage allocation of activities among quality officers and trainers, allowing for more consistency and fairness
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Track the performance and consistency of your QA team, and manage all optimization activities such as calibration and assess-the-assessor
Enable peak performance and continuous improvement
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Gain comprehensive insights into quality metrics and adherence across teams and individuals, allowing for more understanding to design coaching, and development plans
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Conduct focused coaching sessions, addressing specific areas for development and enhancing overall performance
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Incorporate eLearning modules to continuously develop agent skills, ensuring they are always at their best.
Tighten your control over quality even
further with these systems
Track your employees’ desktop activities across different functions to manage efficiency and productivity. Uncover process gaps and tackle root causes impacting cycle times and quality
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Utilize AI Conversational Intelligence for more in-depth analysis of every interaction. Gain extended insights on key drivers effecting your employee’s performance and your customers’ satisfaction
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Support your agents with real-time guidance during live interactions. Boost efficiency, reduce handling times, and enhance customer experience by providing immediate, context-aware assistance
After a few months of trial, performance reports showed a significant increase in agent performance. With SpeechLog Quality, we were able to gather insights regarding the performance of our agents, as well as problem areas that were addressed and corrected. The subsequent rise in morale and productivity, led to a better service being provided for our clients, fulfilling our primary goal of putting the client first.
GIG – Arab Orient Insurance Company
Flexible Deployment Models That Suit All Organizations
Explore our flexible Software Subscription Model that provides even more flexibility. Optimize value and invest as you grow without the need for upfront investment or additional CAPEX
Features Summary
- Industry Standards Evaluation
Supports multiple evaluation methods based on industry standards
- Auto-Evaluation
Leverages artificial intelligence to assess 100% of the interactions automatically based on predefined metrics
- Calibration Sessions
Allows multiple evaluators to assess the same interaction for consistency and alignment
- Feedback & Coaching
Provides a platform for supervisors to provide feedback and manage coaching sessions
- Learning Management
Integrates with training systems to assign and track eLearning courses based on needs
- Automatic QA Flags
Flags interactions that meet risk or compliance criteria to prompt quick intervention
- Quizzes and Knowledge Checks
Provides tools to create and assign quizzes for assessment and continuous improvement
- Penalties & Compliance Tracking
Tracks penalties for non-compliance or performance issues
- Non-Interaction Evaluations
Enables evaluations of non-interaction tasks (e.g., administrative work, system usage)