Call Journey, through its VoiceAI service, can score every call using a range of criteria.

With thousands of calls hitting your contact center, identifying “problem calls” or underperforming agents is now no longer a case of random sampling of a few calls and hoping to hit upon the relevant call. Call Journey’s Call Scoring service identifies underperforming areas or agents and highlights key risk areas for immediate action.

This functionality is achieved by scoring each call on a range of factors.

In addition to deriving an overall score for a call, the score is broken down into four major categories:

• Agent Conduct

• Communication

• Compliance

• Customer Sentiment

Within each category is a range of questions that provide greater insights into what is driving performance.

Overall, there are 33 questions that make up the overall score, with each question assigned a weight and threshold.

Such a service has obvious advantages:

• Identify areas where the contact center is underperforming and develop training programs to improve performance

• Identify high-scoring calls for use in targeted training with agents who are under performing

• Track overall progress and refine training programs to improve performance

• Track and triage key risk areas for immediate action