Manual review means a few calls per agent per month, picked mostly at random. Everything else goes unheard, and the risk, the coaching opportunities and what customers are telling you go with it.
A missed disclosure or a skipped verification step only shows up in QA if that exact call happened to be sampled. At scale, that isn’t an assurance program. It’s luck.
When an agent has three evaluations a month, one bad call can define their review. Supervisors can’t tell a habit from a one-off, and agents feel it.
Why are people calling back? What’s driving cancellations? The answers are already in your recordings, in the calls nobody has time to review.
Modernize quality management with automation at every level and unlock performance insights critical to the entire contact center, from the agent to the CEO.
Leverage Playbook Builder™ to automate which calls are sent to the evaluation workspace based on pre-defined topics, themes, and sentiments. Looking for something? Quickly filter calls by agent, topic, date range, call queue, and sentiment, and easily move them to the evaluation workspace.
Set your evaluation criteria for conversations using an out-of-box evaluation form or customize using a simple form-building tool.
Evaluate 100% of conversations with AI-powered machine scoring. Plus, calibrate calls between machine and supervisor scores.
Automate the delivery of reports that combine quality and coaching data with other contact center performance to provide deeper insights.
MAPFRE BrazilInsurance · 400+ agents · 75,000 calls a month
Cancellation requests were going to a general service team with no retention strategy, and sample-based monitoring couldn’t show which agent behaviors actually saved customers. With GenAI Auto Scoring on every call, MAPFRE identified its top retention performers, built a dedicated retention team around them, codified their techniques for coaching, and routed cancellations straight to that team.
“SuccessKPI GenAI enabled us to discover what traditional quality monitoring could never reveal. By identifying our highest-performing retention behaviors and transforming those insights into a specialized operation, we dramatically improved customer retention and protected significant business revenue in only two months.” Celso Roberto Teixeira, Quality Manager, MAPFRE
Results in two months
Retention rate on cancellation calls
Revenue protected (about USD 200K)
Scored by AI with human review, up from a manual sample