Save Time Using Automated Call Scoring in Active Insights

Reviewing calls to ensure agents manage them effectively consumes a considerable amount of time for supervisors. Since reviewing every call is impossible, supervisors often randomly select calls to evaluate in order to provide positive feedback to agents and address potential issues. Unless notified by an agent, or worse, a client, calls from frustrated individuals can be omitted from the review process.

Comprehensive Scoring Script Customization

Amtelco’s Active Insights secure cloud-based analytics platform provides automated post-call scoring using customized scripts, saving time for supervisors. The scripts automatically perform various evaluations of the call and associated data, making it possible to review more calls while freeing supervisors to focus on other tasks.

Supervisors can create custom post-call scoring scripts to assess specific call types to ensure agents follow proper call-handling procedures and gather the needed information for clients. The custom scripts can be configured to be performed on all calls or a specific percentage of calls based on call conditions and client.

Using Call Data and Artificial Intelligence for Scoring

Active Insights uses all the data gathered on a call to determine an appropriate score. This can include standard reporting information such as how long before calls were answered, total call time, and phrases in the call transcript.

The scoring can also use artificial intelligence (AI) tools, which analyze the transcript to provide scores for more detailed information, such as if agents:

• Correctly pronounced the answer phrase
• Engaged with the caller
• Seemed confident
• Showed a positive attitude
• Explained how they would dispatch the message

Detecting Caller Trends During Calls

A key feature of the Active Insights AI analysis tools is noting vital trends that occur throughout calls. Active Insights can detect if the caller’s mood became worse or more aggressive during a call. It can also review the transcript to check for threats, such as violence or a bomb threat. If a threat is detected, Active Insights can generate an alert and send an e-mail to a supervisor for review.

Evaluating Calls and Providing Feedback

In addition to e-mail notification for threats, Active Insights gives supervisors several ways to monitor calls, including:

• Notifying supervisors if a low score is detected
• Providing call transcripts to show precisely what was said
• Presenting an optional visual and audio playback of the call

In certain situations, supervisors may need to change a score after reviewing the call. The supervisor can edit the score and include comments about the call and the reason for the change.

Using all the Active Insights scoring data helps supervisors provide positive comments to agents and find areas where agents can work on improving call handling.

So Much More

Thanks to ongoing development, Active Insights continues to add new features and capabilities. Many enhancements are based directly on customer requests using Amtelco’s Innovation Machine. We invite you to learn more about Active Insights and watch for future developments!