CASTEL DETECT QA/QM

LISTENING TECHNOLOGY // AUTOMATED QUALITY ASSURANCE // COST SAVINGS

YOUR SOLUTION FOR AUTOMATED COMPLIANCE MANAGEMENT

Castel Detect QA/QM automates your contact center’s Quality Assurance/Quality Management (QA/QM) process to yield significant cost savings.

Our automated speech analytics approach streamlines the QA/QM process, enhancing agent productivity and customer service. Castel Detect QA/QM provides:

COMPLIANCE VERIFICATION
Leverages advanced keyword spotting technology to listen to all your calls. This ensures all customer conversations can be verified as fully compliant with applicable regulations.
INCREASED EFFICIENCY
Automated compliance checking via keyword spotting increases QA/QM efficiency by orders of magnitude. Go from 6,000 calls reviewed in a month, to almost 6,000 calls reviewed per day.
COST SAVINGS
Automated keyword spotting provides for a more efficient QA/QM process with less staff. This approach allows large contact centers to decrease QA/QM team headcount by as much as 75%.

IMPROVED REPORTING
Allows users to examine opportunities to integrate source system data into reporting, making the information more informative and relevant.

AGENT OPTIMIZATION
Agent performance can be examined quickly via trend graphs illustrating call statistics that result in actionable agent feedback.

SUPERIOR TRAINING
Using keyword spotting, positive and negative agent behaviors and practices are captured to develop evidence-based training requirements.

Learn How Castel Detect QA/QM Can Enhance Your Customer Experience And Contact Center Performance:

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