Blog

Call center Quality management with Virtual Agent

July 17, 2020

Share with:

Table of Contents

Virtual Agent for Call center has revolutionized the operation and management process of traditional call centers that have existed for decades. Not only does it receive calls, respond and provide customer care, but it also helps businesses optimize quality assurance.

What is a Virtual Agent?

Virtual Agent is an AI-powered platform that allows to make two-way voice calls with customers. It can be integrated in call centers, helping automate such tasks as in-bound, out-bound calls or forwarding calls (Smart IVR).

In 2020, Virtual Agent has significantly transformed the traditional call centers, especially in large-scaled businesses with the customer base of millions of people.

The world without Virtual Agent

Quality assurance is complicated and time-consuming: On average, the evaluation process for each call takes 30 minutes. Businesses have to review and compare a long list of criteria, making this evaluation subjective, time consuming and ineffective.

Quality assurance is incomprehensive: As the process is complex and time-consuming, analysts just randomly select a few calls out of thousands of calls per day. Therefore, the results are not comprehensive for the whole system.

It is difficult to manage the voice quality of live agents: As live agents come from different regions, their voice qualities are diverse. Especially in companies having a large sales and marketing team, it is difficult to manage local intonation, incorrect pronunciation, lisp and inappropriate tones.

Training requires time, costs and resources: On average, call centers in the US have turnover of 30–45% according to the Quality Assurance and Training Connection (QATC). This figure shows a negative trend, compared to the overall turnover rate of 5-7% in employment. Therefore, recruiting, training and retaining employees in call centers take cost, time and resources, causing strain on businesses.

Call center management with Virtual Assistant

Quality Assurance process is fully automated:

FPT.AI Virtual Agent has the ability to store and analyze 100% of incoming and outgoing calls. The data is presented on the user-friendly Dashboard with general indicators, such as Total number of customers reached, Number of successful calls or Call duration, and customer insight, such as the time when customers usually take the phone, frequently asked questions or the step that customers hang up the phone.

Trợ lý ảo tổng đài FPT.AI

Comprehensive analysis and evaluation:

Unlike traditional statistical methods that businesses only take a few calls for analysis, Virtual Agent analyzes data from incoming and outgoing calls. Data will be digitized in real time, giving managers an overview of every call and customer.

FPT.AI Virtual Agent streamlines and accelerates the process of call data statistics and analysis in real time. It can analyze thousands of calls per day and ensure accurate and comprehensive results.

Data driven adjusts and upgrades:

Previously, the adjusting and upgrading processes were solely based on experience of consultants and managers. Currently, Virtual Agent provides businesses with essential indicators to build the upgrade plan for their call centers.

Businesses can identify holes in customer service and improve data driven process. Businesses can realize customers’ expectations and patterns through each call, helping them adjust and develop a friendly and useful call centers.

Virtual Agent ensures uniformity in voice quality:

Businesses no longer concern about how to train staff for proper intonation, tone, pronunciation and how to convey information. Its unified voice makes sure the information is delivered to customers in a clear, understandable way. In particular, FPT.AI Virtual Agent provides male and female voices in Southern, central and Northern Vietnamese, with natural intonation and accents, offering a variety of choices businesses.

In Vietnam, one of the best options for virtual assistant is FPT.AI Virtual Agent for Call Center. With the combination of Artificial Intelligence (AI), Voice recognition, Speech synthesis and NLP natural language processing, FPT.AI Virtual Agent is gradually replacing traditional switchboards in many businesses.

Watch the demo of FPT.AI Virtual Agent for Call center: