Unlocking intelligent quality assurance with QA360

With manual QA evaluations hurting the agility of brands, GenAI tools like eClerx’s QA360 have become a powerful ally to help brands deliver better support experiences.

Quality assurance (QA) provides brands insight into customer satisfaction and loyalty and provides supervisors opportunities to enhance agent performance. However, with the massive volume of communication that occurs each day, most organizations are only able to evaluate 2% of their customer interactions, harming contact center optimization and their ability to streamline their customer support.

Enter QA360, eClerx’s proprietary generative AI-driven QA tool. Functioning as a one-stop-shop to automate and track the evaluation of support interactions, this cutting-edge solution represents the future of QA, enabling contact centers to not just meet, but exceed their quality benchmarks faster than ever.

How QA360 can help with QA processes in contact centers

Impressive accuracy and speed

Manual evaluations, while more precise in complex scenarios, are time-consuming, error-prone, and often costly for contact centers.

QA360 fully automates the auditing process, ensuring that 100% of interactions between agents and customers are logged and reported. After organizations work with eClerx’s team to calibrate the tool for any key performance indicators (KPIs) they wish to track, QA360 will generate and fill out evaluation forms for each interaction with +93% accuracy. This provides supervisors and CX leaders a wealth of varied data to generate more relevant and current insights that boost customer retention and establish a competitive advantage in their industry.

In case of an error in the evaluation process, supervisors can also manually review interactions, helping improve QA360’s accuracy over time through the self-learning nature of generative AI.

Real-time CSAT and NPS predictions

The ability of generative AI to understand the nuances of a speaker’s language and tone in real-time and deliver an appropriate response has impressed many in the world of customer support. However, what’s really powerful is its ability to provide support agents the same agility.

By utilizing speech recognition technology to analyze the tone and keywords used in an interaction, QA360 can offer near real-time estimates of customer satisfaction (CSAT) and net promoter scores (NPS) to agents both mid and post call. This allows them to effectively “save” calls that are going poorly by proactively modifying their behavior and responses. Even if an interaction ends on a negative note, QA360 automatically flags calls with low ratings, giving supervisors the chance to quickly respond to customers left without a solution to reduce churn.

Improved compliance monitoring

In various industries like telecom and pharma, ensuring compliance with regulatory requirements is a top priority for contact centers. If agents engage in non-compliant actions, businesses risk legal issues, financial penalties, and a loss of customer loyalty.

Through the power of machine learning (ML) and Natural Language Processing (NLP), QA360 can automatically flag possible non-compliant interactions during evaluation by targeting common keywords, sending them to supervisors and eClerx’s teams for next steps. From there, teams can then implement additional training to ensure agents adhere to prescribed protocols, as well as have access to a log of their compliance monitoring activities in case of a regulatory audit.

Harness the power of QA360 with eClerx

GenAI solutions have gained the attention of every industry leader, but it’s vital for brands to understand how they function before investing. That’s why our technology experts have made it their mission to break down the capabilities of GenAI for our clients while delivering the cutting-edge QA solutions that truly offer meaningful boosts to their support services.

Recently, one of our Canadian telecom clients came to eClerx for help after they reported a high level of non-compliance by agents in credit provision. After training QA360 on examples of both regular calls and non-compliance, our Quality Assurance team automated their interaction evaluation process. With a substantial amount of data now available to analyze, eClerx’s CX team was then able to pinpoint training areas for agents to decrease credit volume and enhance CX. Over the first year of our partnership, eClerx not only boosted our client’s customer satisfaction scores, but also improved their credit compliance by 31%, helping reduce their overall credit volume by 65%.

Contact us today, and our team of CX and technology consultants will reach out to discuss your organization’s needs and devise a solution.

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