Today, less than 1% of calls are reviewed and analysed for call quality. Why? Because current manual process — from side-by-side observations to small sample sizes — are time consuming requiring significant effort to monitor. EVS™ improves the quality monitoring programs by working in harmony with your current business needs.
How EVS Helps:
Listen to every call: EVS automates a manual process, giving you insights gathered from a population view. Focusing on small samples and average calls misses potentially important outliers.
Confirm utterances: EVS can surface and alert when an word was used or not.
Reduce multiple resources: traditional methods are time consuming. With EVS this search is eliminated, automatically filtering through many calls.
Regain control: stricter monitoring encourages adherence to important phrases, pushing customers to respond favorably.
Timely insights: EVS has batched and real-time capabilities, alerts can happen in real-time, creating an urgent environment with quick-acting solutions.
Remove bias: manual monitoring and sampling suffers from human bias. EVS sticks with the facts, leaving you with clean, unbiased insights.
Interested in improving process monitoring? Contact us today.