Monitor Business Risks
Enforce Compliance.Avoid Penalties
Identify non-compliant words from the Agent and Customer conversations. Coach the team, enhance customer experience
Monitor Business Risks. Enforce Compliance. Protect Brand Image
The conversations between the Customer and the company executive is always expected to be cordial. However, at times, there are conflicts reported between the customer and company executive. Many a times, these unpleasant conversations go unnoticed during that instance. But later on, it hits the business badly when the customer complains about the bad treatment, they received from the company executive. This could also result in a penalty and it might potentially dent the companies brand image. What if there were a way to automatically know about such unpleasant conversations, use of abusive words, deviation from the standard script and flag non-compliance? The InteliConvo® Compliance Platform provides all these insights by processing the customer and the company executive audio conversations. Some of the key platform features are listed below.
Unpleasant Conversations
Get insights about any unpleasant interactions that might have occurred between the employee and customer. Know if any foul language was used and Enforce Compliance
Script Adherence
Track whether the agent's conversation with the customer is as per the approved pre-defined script. Catch any non-adherence to the standard script. Monitor agent performance and identify coaching opportunities
Operational Efficiencies
Analyse 100% of the Customer conversations with the agents. Generate agent scorecard with help of performance tracker, identify coaching opportunities, give feedback, boost agent performance and improve Operational Efficiencies
“We were able to improve CSAT and uplift the customer service in less than 10 weeks after platform implementation. The platform helped us in identifying improvement areas. We are happy with the platform output
The inteliconvo Platform helped us in identifying the reasons for the Customer Churn. We are now in the process to plug in the gaps in our service. The inteliconvo platform is a great value add.
