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LiveVox Products | SpeechIQ® with Quality Management

Automated Scorecards

Improve CX, quality management, and compliance while using automation to score 100% of interactions.

LiveVox [Automated Scorecards / screens]

Key Benefits of LiveVox’s Automated Scorecards

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Transform quality management

Exponentially increase your ability to screen and score for quality and compliance by transcribing and scoring 100% of calls.

Scale risk mitigation

Understand in detail your team’s customer service delivery and adherence to compliance standards—and be promptly alerted to risk.

Free up quality managers

Enable your quality managers to focus on reviewing the most important or high-risk calls and provide targeted coaching.

Tip Sheet

Speech Analytics Transforms Remote Work

From risk reduction to agent coaching, speech analytics can be a game-changer when you can’t be with your team.

LiveVox WFO Extended Overview

“The automated scorecards have allowed us to feel confident our QA Scores are not skewed due to sample size. It’s been a game-changer for us and certainly, our clients are thankful!”

Jamie Bell | VP Client Solutions, The Office Gurus

A Comprehensive View of Agent Performance

Keyword Analysis

Risk mitigation

Leverage keyword search to ensure agents adhere to key compliance requirements and minimize performance gaps through capabilities such as agent scripts. 

Learn more about Agents Scripts.

Speech Analytics

Sentiment analysis

Go beyond just words and phrases by using advanced AI to understand both the agent and customer sentiment for every call. 

Learn more about our Sentiment Analysis solution.

Simplified Training

Scale best practices

Uncover hidden trends that drive top-performing calls and distribute best practices across your entire operations with capabilities such as eLearning.

Learn more about our eLearning capability.

What Are Contact Center Scorecards?

A contact center scorecard is a quality management (QM) tool used to evaluate agent performance. Traditional call monitoring scorecards, typically in spreadsheet format, are based on a checklist of criteria that identify errors or below-standard agent performance within the sections of a typical call flow, e.g., greeting, authentication, call resolution, and closing.

With the standard approach to call center call monitoring, supervisors or quality managers randomly select one or two calls to review and score out of hundreds handled by an individual agent. Over the years, agents have widely criticized this small sample size of calls scored as an unfair representation of their performance. The inability to track past agent performance or include customer feedback also makes it difficult to assess agents’ skills or coaching needs accurately. 

Admittedly, spreadsheet-based customer service scorecards have not kept pace with the evolving contact center environment. In addition to being labor-intensive for supervisors, manual quality assurance processes are slow and unable to respond quickly to rising customer expectations, expanding digital channels, increasing contact volumes, and ability to track the performance of a remote workforce.

What Are Automated Scorecards? 

Automated scorecards leverage the power of speech analytics to evaluate 100% of an agent’s interactions. Unlike spreadsheet templates, automated scorecards offer considerable time savings for contact center managers by allowing them to zero in on relevant conversations. Data and feedback can then be pulled into a dashboard for a more comprehensive view of agent performance.

Automated scorecards can be easily and quickly customized based on the specific skill sets required, compliance standards and regulations, customer segments, communication channels, contact center campaigns, or other business outcomes.

How does it work? Speech analytics software evaluates customer interactions in real-time and automatically delivers scorecards to managers. Omnichannel solutions like SpeechIQ monitor and analyze all interactions—voice calls, email, SMS, and chat—handled by an agent, so contact centers can deliver a more consistent customer experience. 

Contact center supervisors can quickly identify patterns and trends in agent performance and instantly forward scorecards to agents along with targeted coaching tasks. Since agents receive the entire interaction with their scores, they can quickly review call recordings and transcripts to see where things went wrong.

For contact center agents, automated scoring not only provides a more objective and consistent view of their skills and knowledge, the process is less punitive than with manual scorecards. Supervisors can identify positive performance for agent recognition and rewards and to share with their teams as examples of best practices.

How Automated Scorecards Improve Quality Management

Automated scorecards provide contact centers with quick access to comprehensive agent performance, customer experience, and compliance insights. Here are a few ways that automated scorecards can enhance your contact center’s quality management:

Produce reliable QA results: The ability to build custom scorecards that are completed by advanced automation for 100% of customer interactions ensures that your performance results are objective and deliver actionable insights that are not skewed by small sample sizes.

Refine the customer experience: Tracking customer-centric metrics such as first-contact resolution, empathy (i.e., sentiment), and intents can help to better align customers’ expectations with the experience provided.

Improve agent performance: Automated scorecards empower frontline agents to take charge of their skills development and performance improvement. Agents receive their scores along with targeted coaching tasks and training assignments, which supervisors can track through completion. Importantly, agents can listen to recorded calls or view transcripts of text interactions to see where they performed well and where they can improve. 

Reduce risks: Compliance terms and critical business requirements use specific language, like mandatory legal statements, which works well with speech recognition technology. Contact centers can set up targeted keyword lists to ensure that agents are delivering legal statements, adhering to policy, and following brand standards. 

Identify and track trends: In addition to surfacing trends and patterns in agent performance, the ease of creating customized automated scorecards enables centers to act quickly to address changing customer needs and track the effectiveness of new strategies.

Scale best practices and success factors: In addition to identifying gaps in performance, automated scorecards can be analyzed to determine behaviors, phrasing, and techniques that drive success across conversation channels (e.g., voice call, email, SMS, chat).

LiveVox Speech Analytics Capabilities

  • Industry-leading speed and accuracy of speech recognition
  • Omnichannel analysis
  • Sentiment analytics
  • Advanced search and filter capabilities
  • Sensitive data redaction
  • Automated reporting and alerts
  • Call drivers and dispositioning
  • Reporting options for in-depth analysis
  • Customizable and automated scorecards
  • Advanced interaction review and sharing capabilities
  • Full agent statistics
  • All keyword statistics
  • Full API enabled
  • Secure data storage

Brochure

Learn about LiveVox’s other WEM offerings

Dive deeper into all of LiveVox’s WEM offerings by downloading this brochure.

LiveVox WFO Extended Overview

Why LiveVox?

Learn why leading contact centers chose LiveVox for their Omnichannel, CRM, AI, and Workforce Engagement Management solutions.

Frictionless Agent & Customer Experiences

Easily improve customer service and shift customer engagement between voice and digital channels while unifying all interaction history, customer profile information, and controls into a tailored agent desktop that improves effectiveness and speed.

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One Unified Platform

All LiveVox contact center operations are accessed via a single, secure cloud-based platform, allowing for a seamless experience for agents, supervisors, and decision-makers.

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Comprehensive Risk Mitigation

LiveVox simplifies risk management with embedded compliance controls spanning CTIA, CAN-SPAM, CFPB, PCI, and other compliance-related considerations.

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Easy Integration

Supplement rather than replace your existing systems of record and CRMs using our simplified API approach, so agents get up and running quickly.

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Reduced Total Cost of Ownership

Drive performance and stay on top of security requirements with a TCO model that also avoids unnecessary technology, minimizes the need for costly professional services, and offloads security costs.

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A Partnership You Can Trust

LiveVox contact center solutions will support your unique business goals with a continuously evolving platform, in-depth training, dedicated account managers, our Customer Care Team, and Business Consulting sessions.

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Certifications

LiveVox is proud to be both PCI and SOC 2 Compliant.