Monitor call quality effectively with OMICall.

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Customer care and outreach via telephone has never been easy when businesses use traditional hotlines. Therefore, monitoring call quality and evaluating staff performance becomes more difficult. Recognizing this, OMICall – the first AI-powered call center in Vietnam – was created to help businesses optimize their customer care processes.

So today, let’s explore the functions of the OMICall AI call center.

Call Quality Monitoring

General Situation

Undeniably, customers are becoming increasingly demanding in their product/service choices and customer service. However, the vast majority of businesses have yet to implement a virtual call center solution, relying instead on traditional mobile or landline numbers. This leads to the following common problems:

• Inability to receive calls simultaneously, resulting in lost customers and customer dissatisfaction;
• Difficulty in monitoring call quality;
• Changes to the phone number when relocating offices, making it difficult for customers to find the caller;
• Dispersed communication channels with customers, making it difficult to distinguish between new and existing customers, and leading to repeated questioning;
• Difficulty in managing customer data.

These reasons lead to decreased revenue, unprofessional sales processes, and damage to the company’s reputation.

OMICall Call Quality Monitoring Solution

OMICall is a cloud-based call center system that allows businesses to provide smarter and more efficient customer service. It’s the best call quality monitoring solution because of the following benefits:

• Cost Savings: Virtual call centers help businesses reduce call costs by up to 40%, offer free internal calls, and minimize staffing costs.
• Professionalism: Calls are recorded, labeled, and categorized, helping staff understand customer needs and avoid repeating questions.
• Customer Convenience: Customers don’t need to remember area codes; they only need to remember the company’s unique call center number, ensuring uninterrupted customer service.
• Personnel Management: Integrated with CRM software, OMICall helps businesses manage personnel by recording calls, labeling customers, scoring calls, etc.

Effective Call Quality Monitoring with OMICall

Here are some features to help businesses monitor the call quality of their OMICall call center:

• Speech-to-text: With AI technology, customer service becomes simpler as calls are converted to text, making it easier to track and follow customer service scripts.
• Call scoring based on voice/emotion: To prevent employees from having a negative attitude towards customers, the call scoring feature based on voice/emotion is an effective solution. Calls are scored based on criteria such as: voice speed, speaking speed, noise level, interruptions, pitch, tone, etc.
• Frequently mentioned keywords statistics: AI will automatically record the words that customers mention most often during calls, allowing us to gain customer insights. This helps businesses better understand consumers and deliver the best products/services.
• Call Tracking: Monitoring, supervising, and evaluating employee performance becomes easier when businesses can listen to recorded calls. This not only helps businesses improve customer service processes but also enhances employee professionalism.

Conclusion

Through this article, we hope to help businesses understand how to monitor call quality using artificial intelligence in the OMICall call center system.

VIHAT TECHNOLOGY Co., Ltd

Headquarters: ViHAT Building – 06 Street No. 16 (Him Lam Residential Area) – Hiep Binh Chanh Ward – Thu Duc District – Ho Chi Minh City

Hanoi Branch: Floor 15, LADECO Building, 266 Doi Can, Ba Dinh, Hanoi

Cambodia Branch: Thida Rath #154 St. 33MC, Sangkat Steung Meanchey, Khan Mean Chey, Phnom Penh