How customized call summaries help you improve call center management
Managing a call center can overwhelm even the most dedicated supervisors. Between tracking customer sentiments, searching for performance patterns, and comparing different team results, every day can feel like a balancing act.
But now you can cut out the noise to make the process simpler and more efficient than ever. With AloAi Conversation Insights, you can tailor call summaries to flag details that matter most to you. Whether it’s agent performance, customer satisfaction, next steps, or anything in between, AloAi lets you set priorities that make the most sense for your team.
In this blog, we’ll walk you through how to get started with customizing your conversation summaries—and how it lightens your management workload.
Table of Contents
What is AloAi Conversation Insights?
Before we dive into the customization process, let’s take a quick look at what the summaries do.
AloAi Conversation Insights uses advanced AI technology to analyze customer calls, extract important insights, and present them to you in an actionable format. It discerns and recaps information from calls like:
- Actions taken: What steps were completed during the call?
- Agent pitches: How well did the agent present the product or solution?
- Next steps: What actions do either party need to complete after the call?
But here’s the key advantage—now you can define the specific categories you want to track. This ensures your summaries only contain the most relevant information, saving you from wading through extra descriptions and data you don’t need.
How to customize your call summaries
Customizing call summaries to suit your specific needs is straightforward and takes only a few minutes. Let’s break it down step-by-step.
1. Access your Aloware dashboard
To begin, head over to your Aloware dashboard. This is the central hub for managing all aspects of your call center operations, and it’s where you’ll configure your custom call summary settings.
2. Navigate to account settings
Once you’re in your dashboard, click on Account Settings. Here is where you’ll find the area for customizing your AloAi Conversation Insights.
3. Find call summary highlights
Visit the AloAi Voice Analytics tab and look for the section titled Call Summary Highlights. This is where you’ll see your default list of categories. These categories are the broad buckets in which the AI organizes call data.
4. Customize default categories
You’ll notice that you can remove and rearrange existing categories. This gives you flexibility to prioritize any favorite insights. For example, if your focus is on upselling, you can move the “agent pitches” category higher in the list. Similarly, if tracking call outcomes is a priority, you can make sure that section displays toward the top of every summary.
5. Add desired highlights
Here’s where things get really powerful. You can create your own custom categories by clicking on the Add Highlight button. This enables you to build a whole new category from scratch or choose from a template that you can modify to fit your needs. After making your selection, you’ll need to:
- Provide a prompt. Give AloAi a detailed, instructional prompt on how to listen for that highlight during calls. The more specific you can be about what you want the AI to flag, the better the results. For instance, if you’re interested in tracking “Objections Handled,” you could add a prompt like: “Pay attention to how agents address a customer objection, including the approach they use to resolve it.”
- Save and apply: Once you’ve added your custom prompt, simply hit Save. From here on out, AloAi will start identifying the insights you defined during calls and subsequently add them to your call summaries.
Why custom call summaries are a critical call center management tool
While general conversation insights are helpful on their own, tailoring them to your team’s preferences gives you a unique management advantage. Here’s why it helps you crush quality control and nurture every rep you supervise, regardless of your team size.
- Efficiency: Instead of listening to every call in full, you can quickly review the highlights that matter most to your company’s playbook. This saves time and allows you to focus your coaching efforts where reps really need it.
- Better performance tracking: You no longer have to rely on broad highlight categories to capture everything you want to track within your team. Customizing summaries allows you to pinpoint exactly what rep behaviors you want to analyze, making your performance reviews smoother, faster, and more actionable.
- Informed decision-making: With a clearer, more focused view of your team’s interactions, you can identify trends and easily see where reps are succeeding or falling short.
- Scalability: As your call center grows, customizing your summaries means that you can easily scale your operations without losing sight of the details that matter.
Summing it up
With tailored AloAi Conversation Insights, you can instantly review and understand rep performance in the most important areas to your business. Customizable call summaries give you the power to focus on exactly what you need to track, making it faster and easier to keep your team functioning at its best.
Ready to try tracking your own custom insights? Schedule a demo or start a free 14-day trial, no credit card required.
