Manual call evaluations serve a purpose in the call center--but they can be much more powerful when supplemented with QA automation. Noom's Darryl Nixon explains why in this short video.
[0:00]
Darryl
Manual QA does serve an excellent purpose, and I'm a fan of it. But at Noom, we’re focused on using both methods. Your manual QA helps you to use the experience of people who have taken calls or contacts before and who can apply quality knowledge to observing transcripts, listening to phone calls, and applying best practices.
[0:25]
Darryl
But the power of a tool like Creovai allows you to look at all of your transcripts and all of your phone contacts to look for those opportunities at a higher scale. Specific to the idea of risk, when we think about how we verify our customers when they contact us, [it’s the difference of] being able to do like a sample-based QA where you're looking at 2% of the interactions versus with Creovai being able to look at 100% of those. [Creovai lets us] really quantify the risk associated with how we verify customers, the potential for escalations, and how we respond to those instances and engage in service recovery for those important customers.
