JRB Consulting and Marketing Company, the owner of MultiSales brand and Monster Analytic, was created in February 1991. It is a large provider of Internet services and innovative technologies in a region.
Since 2012 we have been dealing with quality audits of sales, information and complaints calls. This fact has inspired us to create software which allows to perform a quality audit automatically, using intelligent tools, without human resources involvement.
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The quality of telephone conversations in Call Center is critical for customer satisfaction, and for correctness of taken an actions. The classic methods of controlling and improving this quality, require the involvement of dedicated trainers whose task is to evaluate and listen to telephone conversations, and also to train employees. The bigger the company, the more trainers are needed to control phone calls systematically.
Let’s assume that the evaluator can randomly check about 50 calls a day during 8 hours of work. The average length of a call is 5 minutes, and filling up the evaluation form takes 4 minutes. This means that such person spends approximately 9 minutes on one recording. Calls are listened to at random most of the time.
Even small Call Center has hundreds of calls each day. This means that by using the classic monitoring methods, most of them will never be checked. This is a potential source of customers complaints and dissatisfaction. The constant increase in the number of trainers is unprofitable and inefficient. Additionally, a trainer can always get sick, not come to work or just make a mistake due to fatigue.
Monster Analytic allows you to automatically check any number of phone calls recordings for specific words, collocations and phrases. The test will always be objective and the machine will never get tired. The searched elements can be of any kind and in any number.
Imagine a solution which will:
- Save time
- Save money
- Allow to use employee's time more efficiently,
- Allow to focus on main problems in telephone conversations,
- Warn against any undesirable situation.
Monster Analytic will help you:
- Increase control over the project and its contractor,
- Improve the quality of phone calls,
- Improve the skills of consultants,
- Quickly check if all recommended changes were implemented in telephone conversations,
- Check if consultants remember about all key elements of conversation (sensitive phrases),
- Check soft skills thanks to a suitable dictionary
- Receive quick feedback in the form of a report.
The analysis of phone calls takes place on Monster Analytic servers. A dedicated panel, made available to the customer, is used for sending the recordings. The integration through SFTP and SSH is also possible. After sending the recordings, Monster Analytic begins the analysis. After the analysis is finished, the Customer receives report and (an additional option) written transcription of each phone call. You can see exactly what the machine „heard”.
The recordings are permanently removed from the servers as soon as analysis is completed. Because of these aspects, the proposed solution is fast, effective and safe. Monster Analytic servers can process any number of recordings. They will never get tired or have a bad day, and they will always be objective.
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The control of key phrases in conversations – did the consultant definitely say everything that the Project’s rules and the Law require?
A properly constructed dictionary will allow to detect all difficult conversations, which will help to reduce the number of complaints and dissatisfied customers.
Monster Analytic is a fast learner – it is possible to study conversations in any language.
Thanks to Monster Analytic you can also study soft elements of conversation – for example, whether the consultant was nice to the customer.
Monster Analytic is a program which is still developed – there are plans to add new functions which will result in better quality control of CC and hotlines.
In preparation:
- Transcription in the form of a dialog with the time axis
- Determining the level of satisfaction of interlocutor in real time
- Recognition of the number of interlocutors – teleconferences (transcription)
codec_nameMP3 or WAV
sample_rate32000Hz – 44100Hz
bit_rate64kb/s – 128kb/s
bit_depth16bit
The better the quality of the recorded conversation, the more accurate the transcription and the audit.
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JRB Firma Consultingowo-Handlowa
96-500 Sochaczew
ul. Targowa 15
NIP: 524-118-48-37
biuro@multisales.pl