INFINIT-QA: Process Automation for CX Voice Call Audits

Challenge

The QA team conducted quality audits of calls their team was receiving using Excel sheets. The results were shared manually with the team member and consolidated into a one-page report that was presented to management on a weekly basis.

Solution

Infinit-QA was configured to improve the entire process from data entry, consolidation, real time communications, analysis and reporting.

This included tasks such as:

• Optimized data entry of audit scores and findings 
• Automatic and immediate sending of audit results to team members via email
• Automatic weekly consolidation and distribution of audit results to each team member via email
• Automatic presentation of the results in a real-time dashboard for insights and data-driven decisions

Benefits

Automating the entire workflow from data capture to reporting using Infinit-O’s AI driven technology solution achieved measurable productivity and business improvements. The solution saved valuable time and significantly improved efficiency, accuracy, speed of decision-making, and customer satisfaction. The Infinit-QA solution provided for nearly real-time coaching and implementation of improvements for the customer service agents.

Implementing quality assurance automation for customer experience voice calls can help ensure consistency, accuracy, and compliance with service standards. Partnering with a business process outsourcing company that provide quality assurance services must be put into consideration.

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