Insights

How real-time QA helps you overcome the hidden cost of complexity

As customer service automation advances, contact centers are undergoing a fundamental shift. Routine enquiries are being increasingly handled by AI and self-service tools, while live agents manage the most complex, high-stakes interactions – all while taking notes and dealing with potentially difficult customers.

Elsewhere, regulated industries are under increasing pressure to demonstrate compliance, while inefficiencies in post-call processes can undermine the gains made by digital transformation.

These challenges don’t just impact your agents, but QA teams and the wider business.

The growing pressure on contact centers

Agents can be prone to making mistakes because they’re balancing compliance, customer needs, and administrative tasks – often in multiple systems at the same time.

Meanwhile, the nature of QA means Team Leaders are more-often-than-not working reactively, identifying issues after the fact rather than preventing them.

Combine those two factors and you leave your contact center exposed to compliance risks, inconsistent service quality, and inefficiencies that drive up operational costs.

Organizations that fail to modernize their QA processes risk falling behind in both compliance and customer experience; two critical differentiators in today’s competitive landscape.

Auto-QA is one way to modernize – but what if there was also a way to handle QA in the moment?

How real-time QA improves CX and EX

It’s been said before, but it’s worth repeating: customer experience (CX) and employee experience (EX) are intrinsically connected. If you make your agents’ and QA team’s jobs easier, your customers should enjoy a halo effect of increasingly great service.

Real-time QA addresses the key challenges we hear from customers – particularly agents struggling to manage various demands, and driving insight and efficiency in the QA process.

Key benefits of real-time QA

• Prevent mistakes and ensure compliance: Real-time scorecards prompt agents to complete must-do tasks (like identity and verification checks) during the conversation, eliminating compliance errors before they happen.
• Improve QA efficiency and accuracy: With live scorecards and automated evaluations, QA teams can assess conversations instantly, rather than relying on time-consuming post-call reviews.
• Reduce administrative workload: AI-powered wrap summaries eliminate the need for agents to make manual notes, reducing wrap time by up to 40%.
• Enhance decision-making with predictive insights: AI-generated predictive VoC (Voice of Customer) metrics surface trends instantly, helping you make proactive adjustments.
• Seamless deployment: evaluagentCX’s Real-Time QA requires no desktop installation and runs directly in a browser, making it easy to integrate and scale.

It’s AI your agents will love – a true enhancement to their day-to-day tasks that sets them up for success as soon as the conversation starts.

A holistic approach to contact center success

Real-time QA creates a more efficient, compliant, and customer-focused contact center. Agents benefit from less administrative burden, while QA teams can embrace increasingly proactive quality management and focus their time on deeper analysis.

This is the future of contact center success: a connected approach where AI genuinely helps improve not just the customer experience, but that of your employees too.