Provides KPIs extracted from call or meeting transcripts allowing for quality control and training improvements. Examples of tasks include:
Extracting average call duration from transcripts.
Identifying frequently asked questions in customer interactions.
Generating daily performance reports for agents.
Tracking call resolution times.
Highlighting areas for improvement in service delivery.
Case Study
Traditional Workflow:
As part of a typical service center coaching and quality management process, supervisors monitor calls (listen in or watch recording), individually evaluate agent performance, and provide feedback and coaching based on predefined criteria. This manual and iterative process aims to continuously improve agent skills, enhance customer satisfaction, and achieve business goals.
Workflow with Unique FinanceGPT:
By leveraging Unique FinanceGPT, service centers can enhance their coaching and quality management process by gaining deeper insights into customer interactions. The Unique Service Center Assistant automatically analyzes vast amounts of data to identify patterns, sentiment trends, and areas for improvement, allowing supervisors to provide more targeted feedback and training to agents, ultimately leading to more personalized coaching, improved agent performance, and enhanced customer satisfaction while saving costs.
Impact:
Teams see the Unique FinanceGPT Service Center Assistant replace one full coaching FTE per 50 service agents.
Pricing
To find out more about pricing, reach out to us: