How to Build Effective Automated Agent Scorecards Using Speech Analytics
HOW TO BUILD EFFECTIVE AUTOMATED AGENT SCORECARDS
Automated scorecards are an advanced feature made possible through speech analytics—a technology that uses AI and machine learning to turn call recordings into actionable data.
Powered by machine learning, every conversation can be automatically scored based upon the rules defined by the company.
Automated scorecards are an advanced feature made possible through speech analytics—a technology that uses AI and machine learning to turn call recordings into actionable data.
Powered by machine learning, every conversation can be automatically scored based upon the rules defined by the company.
THE CHALLENGE
One of the main differences between automated and manual scorecards is that manually scoring calls requires a supervisor to listen through every call. This process is tedious and time-consuming.
In fact, manual scoring has traditionally been done overnight using offshore services. Outsourcing this process is costly and oftentimes untrustworthy.
THE SOLUTION
Automated scorecards allow technology to do what’s traditionally been done manually by supervisors one call recording at a time.
Using keywords and keyword lists to tag, categorize, and auto-answer crucial questions about every call, automated scorecards increase productivity and reduce compliance risk.
THE RESULTS
Adding speech analytics driven by machine learning, contact centers can reduce the time companies spend manually listening to and evaluating call recordings by 80%.
Automated scorecards help supervisors pinpoint specific areas of concern around script adherance, agent performance and training, and compliance.
In addition, speech analytics drastically reduces the time and effort of auditing recordings due to consumer complaints or pending FDCPA-related lawsuits. Searching for these types of calls will typically take an average of 14 minutes. However, speech analytics reduces this time to less than a minute.
More Studies & Research
Communication & Payment Preferences of Consumers with Past Due Debt
We asked 1000 consumers how they prefer to be contacted about a past due balance, and which payment options they would choose if the balance was more than they could afford.
GET STUDY
The Top 5 TCPA Compliance Risks Your Business Should Not Be Taking
TCPA-related class action lawsuits have become a booming industry where debt collectors and healthcare billing departments have become the targets of litigation just for attempting to collect money they are owed. Here’s 5 risks you can’t afford to take.
GET REPORT
5 Communication Strategies for Reaching Millennials
The “Millennial Mindset” extends beyond an age group or demographic, it’s quickly becoming the consumer standard that all businesses must meet to succeed.
GET STUDY
Want to know more?
Whether you’re looking to simplify one part of your collection and compliance process or the whole enchilada, we can help!
Consumer Studies & Reports
How Higher Out-Of-Pocket Costs Are Changing Healthcare's Revenue Cycle
In a study involving 675 patients, we analyze the impact that HDHPs, higher out-of-pocket costs, and consumerism are having on healthcare’s revenue cycle.
GET STUDY
Communication & Payment Preferences of Consumers with Past Due Debt
We asked 1000 consumers how they prefer to be contacted about a past due balance, and which payment options they would choose if the balance was more than they could afford.
GET STUDY
The Top 5 TCPA Compliance Risks Your Business Should Not Be Taking
GET REPORT
5 Communication Strategies for Reaching Millennials
The “Millennial Mindset” extends beyond an age group or demographic, it’s quickly becoming the consumer standard that all businesses must meet to succeed.
GET STUDY
White Papers
How Electronic Foms & Patient Portals Reduce Expense & Increase Revenue
With higher out-of-pocket costs making patient collections more difficult, providers are looking for a more streamlined and proactive approach to patient intake and billing.