QA at Scale
QA tradițional evaluează 2-5% din apeluri. Quality monitoring cu AI evaluează 100% și identifică pattern-uri imposibil de detectat manual.
QA Comparison
Traditional QA
- ✗2-5% sample coverage
- ✗1-2 days to evaluate
- ✗Evaluator bias
- ✗Limited to scorecard metrics
- ✗Expensive (QA analyst time)
AI Quality Monitoring
- ✓100% coverage - every call
- ✓Real-time evaluation
- ✓Consistent, objective scoring
- ✓Deep insights: sentiment, topics, patterns
- ✓Cost-effective at any scale
Auto-Generated Scorecard
Call #48291 - Maria P.
Score: 87/100Opening & Greeting9/10
Active Listening8/10
Problem Resolution9/10
Compliance10/10
Closing7/10
Improvement: Could have offered additional assistance
Compliance Monitoring
Required Disclosures Check
Recording disclosure✓ Present at 0:05
Company identification✓ Present at 0:03
Terms & conditions reference✓ Present at 4:21
Opt-out information✗ Missing
Compliance Alert: Opt-out information not provided. Training recommended for agent.
Trend Analysis
Agent Performance Trend
Week 1Avg Score: 78
Week 2Avg Score: 82
Week 3Avg Score: 85
Week 4Avg Score: 87 ↑
Common Issues Detected
Rushed closing23% of calls
Missing empathy statement18% of calls
Interrupting customer12% of calls
Script deviation5% of calls