RDI partnered with a leading telecommunications provider whose review process for service activation calls was cumbersome. Though they had a sizeable team of analysts dedicated to quality assurance, their average handle time was 45 minutes; analysts were lucky to review two calls per hour—a small fraction of the total volume. The company came to RDI looking for a more efficient and lower-cost QA solution
Working closely with our client to understand their product, service activation processes, and the existing quality assurance scorecard, the RDI speech team created more than 40 “language indicators,” identifying key agent behaviors essential to quality assurance and compliance. Using RDI’s speech analytics software, the team created a specialized speech analytics program that could be used to review and score phone calls based on the identified language indicators. This enabled the automation of most QA processes, and the remaining elements that could not be automated were flagged for manual review
