Are you struggling with this too?
- Do your QA managers struggle with manual evaluations because they are tedious and time-consuming?
- Do you wish there was a way to utilize technology to speed things up and streamline the process?
- Are you lying awake at night wondering how your customers feel about your service quality?
Are you wondering if there is a better way? Now there is!
Call Recording You Can Trust
MiaRec's compliant, secure, and reliable Call Recording software is the foundation of our Contact Center Intelligence Platform. Companies use call recording in a variety of innovative ways, to address a variety of business needs, including legal documentation and protection, order verification, dispute resolution, and customer service enhancement.
When you click on Recordings, you will see the tabbed list of the latest calls. You can jump between All Calls, Active Calls, My Calls, Calls By User, Unassigned Calls, and much more. You have the option to search, export, download, or email selected calls, filter by assigned tags, and much more. For each call, you get all important details instantly.
Machine Learning-Based Speech-To-Text Transcripts
With MiaRec's proprietary, machine learning-based speech to text recognition and transcription engine, you can transcribe all call recordings or only selective calls based on criteria, such as group, call duration, call direction, and others.
It offers an affordable yet equally precise alternative to expensive solutions on the market, e.g., Google Speech Engine & IBM Watson.
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Evaluate Agents Quicker & More Consistently
To evaluate an agent with MiaRec's Agent Evaluation tool, select a call recording you wish to score and click the "Evaluate" button in the call details view. Then simply listen to the call and click the boxes to evaluate the performance.
You can also look at the visualization of the audio file to spot any long pauses or periods of overtalking, scan the transcript for any potential issues, and speed up calls to 1.2x speed to evaluate 20% more calls.
Once all questions are answered, MiaRec will automatically calculate a score between 0 and 100. The evaluation forms can be created and customized in MiaRec's evaluation form designer. This keeps evaluations consistent across agents and streamlines the process significantly.
6 Expert Tips On Agent Evaluation That Will Save You Lots Of Time
Manual Agent Evaluation vs. Automatic Call Scoring for Quality Assurance
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