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Automation assessment service for all voice record quality reviews
Quality assessment is a key indicator of contact centers but has many challenges. We perform assessment for the automation of quality reviews utilizing voice recognition solution* in order to resolve client issues.
What is automation assessment service for all voice record quality review?
Quality assessment is a key indicator of contact centers but has many challenges.
We perform assessment for the automation of quality reviews utilizing voice recognition solution* in order to resolve client issues.
Background and issues of the need for automation assessment service for all voice record quality review
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Inability to utilize voice recognition solution
A voice recognition solution introduced at high cost has been left unused because of the difficulty in effective utilization.
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Low credibility of quality review
While a busy manager reviews service quality through monitoring, the appropriateness of the review and feedback is unknown because of the small sample size.
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Many manager person-hours
Although it is desirable to perform quality reviews with more samples, it is difficult to take time for a quality review because of the increased manager person-hours.
Automate the quality reviews of all services at a contact center with a voice recognition solution*
By utilizing the standard function* of a voice recognition solution, we automate the entire process from the transcription of voice records to quality reviews and review score calculations.
We design and build the optimal review model for a client company and provide one-stop support all the way through to the effectiveness verification process.
Automated reviews of all voice records substantially reduce manager person-hours.
The reviews of all calls improve the quality of operator evaluation and development and leads to enhanced employee satisfaction (ES).
Through assessment results, we enable improvement from various viewpoints.
Altius Link's unique strengths
Experienced experts who have made achievements in many contact centers conduct the assessment aimed at automating the quality review. The versatile model ensures efficient and effective introduction without additional development costs.
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Automated review model that has made achievements in the outsourced operations of the KDDI group
Based on the automated review model that has made achievements in the outsourced operations of the KDDI group, we perform assessments leveraging our abundant experience in contact centers.
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No additional development costs for voice recognition solution
Altius Link leverages the standard function of a voice recognition solution* to build a quality review model without additional development costs, thereby enabling the visualization and improvement of service quality at low cost.
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A versatile review model that can be used by any company
We have built a highly versatile quality review model that can be used by various companies, leveraging our years of service know-how in contact centers.
By utilizing the standard function* of a voice recognition solution, we build an automated review model that quantitatively reviews voice records and scores them in appropriate correlation with questionnaires.
Automation assessment service for all voice record quality reviews Flow of service
After receiving a request, the general flow from the start of the assessment to the construction of an automated review model is as follows.
The period from start to finish is expected to be approximately one to three months.
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STEP1 Interview
We have an in-depth interview on the present quality review method and standard.
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STEP2 Keyword extraction
Based on our high-quality service (by high performers), we extract keywords correlated with quality.
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STEP3 Design of review axes
We combine the extracted keywords with Altius Link’s unique review model to propose optimal review axes.
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STEP4 Discussion and finalization of review axes
We discuss and finalize the formulated review axes with the client company.
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STEP5 Implementing an automated review model
We register the keywords in the voice recognition solution* and build an automated review model.
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STEP6 Effect verification and tuning
After building, we verify the accuracy of the review and tune the model as needed.
Examples of introduction
When the service was actually introduced into contact centers, it showed high performance in numerical values and human resource development.
It made substantial improvement in business efficiency and operator development.
Example in outsourced operations of the KDDI group
Quantitative results
Qualitative results
Example at KDDI customer center and award received
Best technology Award received in Contact Center Award 2024
For quality improvement with automated reviews of all voice records utilizing a voice recognition tool
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At the KDDI customer center, we enabled automated reviews of all calls by setting more than 300 keywords as the review criteria based on the transcription of all voice records of calls between customers and communicators utilizing a voice recognition tool, compared to the conventional quality review based on customer questionnaires and manager monitoring.
Reason for the award
The service automated the reviews of all voice records despite its high difficulty by utilizing a voice recognition tool without a special investment, thereby improving business efficiency and service quality.
The ingenuity of developing additional versatile functions for extracting needs and requests from customer voice records was highly evaluated.
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