Improve service delivery with QA automation
Amplify your QA program by automating your agent scorecard. Bring your QA scores, evaluations, and contact center interactions into a centralized Coaching Hub to improve agent performance and the customer experience. Use your QA insights to optimize your Real-Time Agent Guidance, creating a continuous improvement loop.
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Reduce the costs of manual QA
Reduce time spent on manual QA by 80% or more. Spend more time on strategic, high-value work and increase your QA coverage without increasing your headcount.
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Upskill your agents
Get a complete view of agent performance and uncover your agents’ biggest opportunities for growth. Track QA criteria and impactful behaviors at the individual and team level, then set and measure data-backed performance goals. Use the Creovai Coaching Hub to track agent progress and lead more effective coaching sessions.
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Reduce compliance risk
Prevent costly fines and reputational damage. Analyze what agents say in every conversation to make sure their interactions remain in compliance. Build compliance prompts into Real-Time Agent Assist to keep interactions on track and protect your customers.
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Improve call outcomes with intelligent guidance
Increase the value of your QA program by applying your post-interaction QA insights to real-time conversations. Add targeted coaching prompts to Real-Time Agent Workflows to ensure your agents deliver the best possible service to your customers.
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“Now that we have Creovai and can track behaviors across 100% of our interactions, we can easily measure how our QA team and our process improvements move the needle. We can show cost reductions and value”
FAQs
How does Creovai support compliance and risk management?
Creovai Agent Workflow allows you to build step-by-step workflows that unfold with the conversation to ensure agents complete all compliance requirements, such as reading a disclosure statement. Agent Assist adds another layer of compliance management by enabling you to configure dynamic checklists that respond to the conversation, letting agents see what necessary steps they have completed and what they still need to do. On the post-call side, Creovai Conversation Intelligence can automatically detect and report compliance risk events, script violations, and unprofessional behaviors. Creovai maintains a compliance library with pre-built event categories, and you may add additional categories as needed to protect your business.
Can Creovai provide a unified view of agent performance across multiple channels?
Yes, you can configure Creovai to capture voice and text interactions, allowing you to track agent performance across multiple contact center channels.
How are custom QA scorecards built in Creovai?
Our Customer Success team will work with you to build a custom QA scorecard in Creovai. You can select the criteria you want to include, what weight you want to assign to each item, and what the minimum and maximum fail/pass scores are for each section. You can also include conditional QA scorecard criteria for actions or behaviors that are only relevant in certain interactions, such as cancellation requests or sales calls.
What types of reports and dashboards are available for monitoring QA and compliance?
Creovai offers pre-built QA dashboards for managers and agents. Manager dashboards can be configured to include QA scorecard breakdowns by agent, average QA scores by team, agent sentiment score tracking, a QA score trendline, and more. Agent dashboards can include a QA scorecard breakdown, top contact reasons the agent struggles with or handles most successfully, tracking of effort-creating or -reducing behaviors, evaluation tracking, and more.
Does Creovai include tools for agent coaching and performance management?
Yes, in addition to manager and agent QA dashboards, Creovai also offers a centralized Coaching Hub. This gives supervisors one interface in which to prep notes for coaching sessions, link relevant interaction recordings to specific sessions, track agent goal statuses, and track upcoming and completed sessions.
Can Creovai automate both objective and subjective QA criteria?
Creovai's machine learning-based QA automation is best for scoring objective utterance-based criteria. This can be combined with Creovai's AI Questions, which uses generative AI to provide answers to questions that require an understanding of the full interaction, for a more nuanced view of agent performance.
Can Creovai be scaled to accomodate growth in interaction volume and team size?
Yes, we price by volume (in hours) and can easily accommoate growth or seasonal fluctuations in call volume and staffing.
