Script Adherence With EVS
Traditionally, the auditing process for script adherence has been manual and time consuming, relying on a few call samples across multiple business units. The voice channel in your business creates hundreds of conversations a day, but of these conversations, do you know how many scripts were adhered to accurately?
With EVS™, both sides of every single conversation that occur across your business can now be analysed and audited automatically – no more trying to find the needle in the haystack.
Using EVS for script adherence:
Improve script adherence: Monitor every call and conversation, not just a sample; accurately and quickly identify script issues without having to listen to each call recording.
Enhance staff training: Identify staff that need further training with script adherence by quickly pinpointing real life examples.
Script refinement: Identify situations where scripts need refinement and support calibration sessions with actual evidence at rapid speed.
Improve customer service: Identify scripts that customers find objectionable or confusing and improve them for maximum potential.
Stronger compliance culture: Instill a strong culture of compliance with greater vigilance, tighter script adherence and better trained staff.
Automation: Automate manual script adherence processes.
Interested in finding out more about how EVS can integrate into your business? Get in touch.