WeScribe - Quality Assurance
Optimise the quality of your calls, agents and insights at scale
If you look after customer service or a call centre, you’ll know that maintaining consistency is a challenge.
Too often, customers get different answers to the same questions depending on the agent.
The challenge is clear.
Voice calls generate unstructured recordings and transcripts, so it is difficult to analyse patterns, define processes and calibrate individual agent performance. Traditionally, reviews are conducted by supervisors on random samples. Optimising quality is not scalable or replicable across large teams.
AI Rudder gives you a cost-effective way to automate and streamline quality assurance at scale across your operation. The result: More accurate, automated, and efficient ways to gather insights on quality assurance.
Supercharge your quality assurance
Supercharge your quality assurance
Analyse everything
Capture and analyse all interactions as they happen to address bad habits, share best practices and optimise performance.
Data-driven optimisation
Assess tone, language and behaviours patterns to enhance solutions, scripts, conversion rates and processes.
Consistent experiences
Pre-screen and triage calls to surface the best scripts for agents and/or send the request to the most qualified agent.
Personalised agent development
Replace generic reviews with individual scorecards, detailed feedback, learning paths and KPI metrics for each agent.
Monitor agent well-being
Identify angry, abusive, difficult or frustrated customers and trigger management escalation and support.
Transform voice to insights
Speech technology and natural language processing captures, transcribes and analyses data from thousands of calls.
Read Success Story
