Managing a support call center is no small feat—especially when you’re overseeing multiple agents working across various shifts. You want to make sure customers are happy, but with so many interactions happening at once, how can you stay on top of everything?
Call recordings and transcripts are helpful, but they often become too long and tedious to consume efficiently. So how do you know if your agents are truly meeting your customer service standards? That’s where AloAi Voice Analytics comes in for the win. The tool helps you instantly evaluate the quality of customer-agent interactions and take concrete steps to improve your support operations.
In this blog, we’ll dive into how AloAi Voice Analytics can help streamline your call center management, improve team performance, and provide actionable insights—without the overwhelm.
Read on to learn how the tool empowers support managers to:
- Access a quick, visual snapshot of interaction quality.
- Filter trends by team, call direction, ring group, and more to evaluate performance at a granular level.
- Drill down into negative trends to understand and fix common call issues.
- Save time with auto-generated call summaries that highlight key insights and coaching opportunities.
- Track topics of interest to identify each call’s most important moments.
- Perform bulk searches to surface critical keywords across calls.
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Why AI voice analytics improve call center support
Here’s why managers depend on AI-driven conversation analysis to swiftly identify and correct call center issues.
- Quick, visual snapshot of call quality
When you log into your AloAi Voice Analytics dashboard, you can instantly see how customers and agents felt on recent calls. It breaks down trends in emotional sentiment, so you know immediately whether calls were mostly positive, negative, or neutral on either side. This saves you from digging through hours of recordings just to get a general sense of how things are going.
- Focused analysis with granular filters
With AloAi, you can isolate specific segments of calls based on various criteria, such as direction (inbound or outbound), team, ring group, and more. This means you can target a specific part of your operation for deeper analysis.
If you want to assess how a particular agent or team is performing, simply filter out other data and focus exclusively on that one’s interactions. For example, talk time ratios show who’s generally speaking more than listening across conversations (ideally this should be customers.) If you notice certain agents—or groups of agents—neglecting to listen enough, you can use that insight to coach them on improving their balance.
AloAi also allows you to filter by ring group, which is especially useful if you have different departments handling different types of calls, such as technical support, billing inquiries, or general customer service. This enables you to identify any coaching-worthy patterns within each group.
- One-click deep dives into call trends
Let’s say you notice a concerning trend in your team’s data—maybe there’s a prominent bar graph that shows a rise in negative customer sentiments. Instead of manually searching through calls to find examples, you can just click the bar graph to separate all calls in that category.
This makes it easy to drill down into specific interactions and get a sense of what went wrong. For example, you can view transcripts to get a complete picture of what happened on each call. Was there a misunderstanding, an agent performance issue, or a recurring problem with a product or service? Understanding the root cause of negative interactions is the first step to improving your call center’s overall performance.
- Detailed, automatically generated call summaries
As a busy manager, you might want to read every single call transcript but simply lack sufficient time. AloAi solves this problem with auto-generated call summaries. These brief, to-the-point summaries capture the most important information from each call—highlighting key moments and offering coaching suggestions based on the agent’s performance.
The summaries let you quickly understand what went well, what didn’t, and what you need to address with your agents. They save you time by focusing on the essentials and cutting out the fluff, providing key takeaways on the following points:
- Why the call took place
- What solutions your agent offered
- Any actions both parties completed on the call
- Agreed-upon next steps for both parties
- How your agents can improve their performance
Whether you’re reviewing an individual call or assessing trends across multiple conversations, our AI-generated summaries help you swiftly take action.
- Specific keyword and entity tracking
Certain topics tend to surface frequently in customer interactions, like product pricing, subscription details, and competitors. AloAi lets you easily define specific keywords or entities and track them to see where they appear in call transcripts—so you can focus on the most business-critical subjects.
For example, if you want to know how your agents are handling conversations about pricing, just track all mentions of pricing within your calls. You can then listen to exact call recording sections where pricing came up to evaluate agents. For example, did they maintain a positive tone, follow your playbook and relay all necessary specs?
This method saves you from having to listen to entire calls, helping you identify the most important moments that affect customer satisfaction.
6. Bulk keyword search across transcripts
Another major time saving feature is our bulk keyword search across transcripts. If you need quick insights on a certain topic—say, customer feedback about a new product offering– you can easily search for any mention of it through your filtered call database.
This feature helps you identify patterns over time. If a keyword surfaces often over several weeks or months, it may indicate a larger issue your team needs to address. Whether you’d like to scan calls for recurring product complaints or frequently-dropped competitor names, bulk search gives you a convenient way to stay on top of customer input.
Transform your support center operations
If you’re ready to simplify support quality control while banking more hours in your day, AloAi Voice Analytics is a must-have tool. It enables you to monitor calls efficiently, spot trends quickly, and make data-driven decisions that improve your team’s performance. Start a free,14-day trial (no credit card required) or contact us to learn more about how AloAi can lighten your support management workload.
