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Solutions > AI QA Call Scorecard
AI Powered Quality Assurance & Call Scorecard for Collections and Contact Centers
AI Powered Quality Assurance for Collections and Contact Centers
Ensure stringent compliance, regulations and best practices by leveraging Umbrella's AI to conduct quality assurance on your agents' outbound and inbound calls. Umbrella's AI can score the calls in 128 languages and extract relative information based on any custom requirements your company may have.
Additionally, Umbrella's AI is able to identify strengths, weaknesses and areas of improvements in addition to transcribing the call and diarizing it with time stamps. Gone are the days of time-consuming manually transcribing a call and grading it.
Get granular views on per agent per cool or zoom out for a holistic weekly, monthly quarterly and annually views. Review results in a downloadable PDF report or live on a business intelligence dashboard showcasing trends and analytics of your agents.
Step into the future and ensure unparalleled consistency and objectivity in your contact center agents performance. Check out the video illustration for a walk through of how Umbrella's AI Quality Assurance system works.
Why Choose AI for Quality Assurance Calls Scorecard?
Multilingual
Our AI is capable of detecting various languages during a call and calibrating the call in English, supporting more than 120 languages.
Precision at Scale
Our AI algorithms analyze hundreds of calls in the time it would take a human evaluator to review just one. Ensure uniformity and fairness across all customer interactions, without sacrificing quality.
Unbiased Assessments
Eliminate human bias and subjectivity from your scoring. Our AI models provide an impartial, data-driven evaluation based on predetermined, universally applied criteria.
Real-Time Feedback
Don’t wait for the end-of-month reviews to take action. Get instantaneous feedback and data-driven insights as soon as a call ends, allowing for timely corrective action and continuous improvement.
Tailored & Cost-Effective
Customize the evaluation metrics to align with your brand’s unique values and customer service objectives. Reduce the overhead costs associated with human evaluators and invest more in customer-centric initiatives that grow your brand.
Deep Analytics
Go beyond the surface and get in-depth analytics. Understand the 'why' and 'how' behind each score, providing valuable insights for agent training and development.
Revolutionary AI Driven Continuous Improvement
Revolutionize your collections and contact center operations with our cutting-edge AI Quality Assurance Solution! Our advanced system meticulously transcribes calls, identifying areas of improvement by aligning the call dynamics with the agent's goals. But we don’t stop there – once the potential enhancements are pinpointed, our AI takes a proactive approach, initiating a voice call to the agent! That is right our AI will call the agent!
This enables a personalized, interactive coaching session, where agents can engage in meaningful conversations with the AI, delving deep into their performance nuances.
This not only fosters skill enhancement but also empowers agents to exceed customer expectations consistently. Elevate your customer service experience and drive unparalleled results with our innovative solution, designed to cultivate excellence in every interaction!
AI Call Scorecard Demo
A debtor, Samuel in this case, calls ACME collection agency (fictitious agency) to enquire about an outstanding debt. Umbrella Tech AI Agent answers the call and proceeds to negotiate a payment successfully. The call is the audited by Umbrella Tech's AI and a PDF scorecard report is generated. Listen to the call below and download the PDF scorecard report.
Bringing the AI revolution to your doorsteps
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