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Call Journey’s Automated Quality Assurance scores every call using a comprehensive set of customizable rules.

With thousands of calls hitting your contact center, identifying “problem calls” or under-performing agents is 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 under-performing areas or agents and highlights key risk for immediate action.

The comprehensive set of rules is broken down into four major categories:

• Agent Conduct

• Communication

• Compliance

• Empathy Response

Each call is given an overall score as well as a score for each category.

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. Questions can be changed, deleted or further questions added.

Such a service has obvious advantages:

• Identify areas where the contact center is under-performing and develop training programs to improve performance

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

• Track agent post-training performance

• Identify training program improvement opportunities

• Track and triage key risk areas for immediate action