What is Wrong with Call Scoring by Humans?

Simply put, manual call scoring is a flawed approach based on chance. The chance that you pick the right call to score out of the sea of interactions coming in to your agents. And, the chance that you are not just listening to a strong agent on a weak call or a weak agent on a strong call. Supervisors can easily draw the wrong conclusion. It is also very subjective judgement to do manual scoring by humans. Manually gathering meaningful data on performance such as agent etiquette, policy adherence, and procedural guidelines becomes a challenge that makes it almost impossible to get an accurate picture of an agent’s overall performance.

By implementing Conversational Analytics into your Quality Assurance program you will:

  • Identify the customer interactions that provide the best insight into performance
  • Streamline evaluation, maximizing the efficiency of the team
  • Deliver timely relative feedback to drive employee engagement
  • Develop and foster agent self-improvement

Every interaction in your contact center is an opportunity to strengthen a customer relationship, build loyalty and drive sales. That’s why it’s so important to evaluate your agent conversations in real-time and identify opportunities for training and improvement.

Contact the Speech and Data Analytics Experts at AVDS Today! Test us out. We will earn your trust and your business.




Written by:
Brian Barnett
Director of Marketing, CX Aficionado, Engineer, Photographer, Family Man…

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