Real-Time Call Analysis System for Agent Guidance
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Solution Overview
Problem
Current quality monitoring systems in call centers provide feedback that is too slow to influence agent performance in real-time, leading to delayed improvements in call center operations and customer interactions.
Innovation Solution
A proactive quality monitoring system that uses real-time call data to alert agents of performance deficiencies and provide corrective actions during ongoing calls, utilizing a Call Analysis System (CAS) to generate visual or audio prompts based on predefined criteria and stored performance profiles.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Loss of time
If real-time monitoring and feedback system is implemented, then agent performance improvement speed is improved, but system complexity and cost increase
Solution Approach 1:
The system segments quality monitoring into discrete, rule-based evaluation criteria that can be independently processed and evaluated in real-time, allowing complex monitoring tasks to be broken down into manageable components that can be handled by automated systems
Solution Approach 2:
The system replaces manual quality monitoring (mechanical human review process) with automated computer-based analysis that processes call data in real-time, eliminating the time delay inherent in manual evaluation while reducing operational complexity
2Productivity
If real-time feedback is provided to agents, then call center productivity is improved, but information processing requirements increase
Solution Approach 1:
The system extracts only the specific, pre-defined quality criteria from complete call recordings for real-time evaluation, rather than analyzing all call data, thereby reducing information processing requirements while maintaining effectiveness in measuring agent performance
Solution Approach 2:
The system uses pre-established quality monitoring rules and criteria that are defined before calls occur, allowing for automated real-time evaluation without requiring complex on-the-fly analysis, thus reducing information processing demands
Data Source
AI summary
A system and a computer-implemented method for monitoring and guiding agents of call centers are described. The method includes receiving during an interaction call between an agent and a and a customer, real-time data associated with the interaction; retrieving by the call analysis system, a performance profile of the agent; using the performance profile of the agent and the real-time data associated with the interaction to determine whether a corrective action alert should be sent to the agent and generating and transmitting the alert to a terminal of the agent during the interaction if so determined.