Just like anything worth its salt, call center performance should also be measured. Every call center should have a quality assurance manager whose job is to ensure that the agents are sticking to the quality standards set up. The QA manager will use a lot of tools like dashboards, live call barge in, scripts and feedback gathering through customer surveys. Inspite of all this, the most important tool at the QA's disposal is the call recording. Though it is an "after the fact" quality checking tool, it is an indispensable tool to analyze the individual performance of an agent. Its got only one problem. The QA supervisor has to listen to all the call recordings of the agent one by one. It is too time consuming and practically not feasible. So QA supervisors do sampling. They randomly pick some call recordings and listen for some keywords and mark the recording as compliant or not. Though it serves the purpose, it is not perfect. Enter Cloudagent QA. A simple...
Our hits and misses while building a scalable cloud telephony platform KooKoo, Ozonetel.