Traditional manual call scoring is time-consuming for quality assurance (QA) teams. As a result, agents often miss out on timely, actionable feedback in an environment where every second and interaction counts.
Manual scoring is also cost-inefficient. QA teams typically analyse only around 1% of daily calls, making it a high-input, low-output process.
That’s where automated call scoring comes in.
AI-powered call scoring improves agent performance, enhances call quality, and reduces operational costs. SystemsX’s AI solution, Sense, delivers these benefits and more, helping call centres operate more efficiently while providing exceptional customer service.
In this blog, we’ll explore the benefits of automated call scoring, explain how it works, and show how products like Sense can be integrated to optimise agent performance.
So, what is call scoring? In short, call scoring is the process of evaluating recorded calls between agents and customers using a set of pre-determined criteria.
By analysing these calls, QA teams can provide actionable feedback to agents, ensure compliance, and identify areas for improvement.
How Automated Call Scoring Works
AI is becoming an increasingly common tool in workplaces; in fact, AI adoption in the workplace has nearly doubled in the US, rising from 21% to 40%. Over the next three years, 92% of companies plan to further increase their AI investments.
However, a divide is emerging; some call centres continue with manual scoring, while others have adopted automated scoring to streamline operations and boost agent performance.
Manual call scoring requires QA teams to listen to call recordings and mark each call based on set metrics. This process is time-consuming, wastes valuable resources, and is at high risk of human error.
On the other hand, automated call scoring uses AI to accelerate repetitive tasks. For example, Sense listens to all calls, scores them against preset criteria, and delivers insightful feedback within moments.
With the ability to score 100% of daily calls, tools like Sense allow QA teams to shift their focus to agent coaching and training, often within 24 hours of the call. Fully customisable dashboards and datasets give call centres complete control over their call scoring, helping them improve quality, efficiency, and customer satisfaction.
1. Improves Agent Performance
Without timely feedback and accountability from QA teams, agents can slip into bad habits or miss compliance requirements over time.
With quick, accurate insights from automated call scoring, agents receive clear, data-driven objectives. QA teams can then identify specific strengths and areas for improvement for each agent and call.
This kind of personalised, actionable feedback is essential for improving agent performance and building long-term success.
2. Enhances Quality Score in Call Centres
Many QA teams ask how to improve quality scores in call centres. With manual scoring, most of the time is spent analysing rather than coaching, making it difficult to see real improvements.
Automated call scoring ensures consistency and compliance across agents, while freeing QA teams to focus on one-to-one training. As a result, agents gain clarity on exactly what to improve and how, leading to measurable gains in quality scores.
3. Boosts Customer Satisfaction (CSAT)
A common challenge for QA leaders is how to improve CSAT scores in call centres. If agents don’t realise they’re slipping on compliance or best practice, customer satisfaction inevitably declines.
Call centres are high-pressure environments where customers often call when they’re frustrated. So, knowing how to handle these interactions is essential.
AI-powered call scoring provides tailored feedback, and with Sense’s real-time monitoring capabilities, QA teams can coach agents the same day, helping boost CSAT scores quickly and effectively. Schedule a demo today or contact us for more information.
4. Reduces Operational Costs
Manual call scoring pulls QA teams away from their most important responsibility: training agents to deliver high-quality, compliant customer service.
Automated scoring reviews calls faster and without human error. This allows QA teams to use their time more effectively while reducing operational costs by increasing agent productivity and enabling more top-quality calls.
Ready to boost productivity and reduce costs in your call centre? Sense makes it simple to take the next step.
With fully customisable scoring criteria, Sense allows you to tailor the metrics used to evaluate calls to your specific business needs. It also integrates seamlessly with most CRMs and quality management systems, while its user-friendly interface ensures your QA teams and managers can adopt it with ease and confidence.
Schedule a demo with our team today and see for yourself how AI-powered call scoring can transform agent performance, improve quality scores, and reduce operational costs in your call centre.
