AUTOMATED CONTACT CENTER EVALUATION & QUALITY MONITORING

Adopt a simpler, more reliable approach to Quality Monitoring thanks to AI

Find out how our call evaluation solution, powered by artificial intelligence, revolutionizes your quality management processes, from calibration to debriefing.

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THE BEST CUSTOMER RELATIONS CENTERS TRUST US

Pierre & Vacances logoCenter Parcs logoTeleperformance logoArmatis LC logoTotal Direct Energy logoTotal Direct Energy logo

The thorny flaws of today's Quality Monitoring

Calls handled by trial and error, where customer needs are lost in an ocean of voice data. Recurring complaints go unresolved, sales opportunities are ignored, and mistakes are repeated.
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Result? A degraded customer experience, dwindling loyalty, and untapped sales opportunities. Without the right tools, these challenges turn into real obstacles to success.
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Find out how Speech Analytics can turn these challenges into tangible successes for your call center.

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Boost the productivity of your quality management :

Improve quality processes

-30%

Less time spent on all your Quality processes: calibration, selection, evaluation and debriefing.

Evaluate and debrief more

25 X

More calls listened to, evaluated and debriefed, i.e. 50 calls per month per advisor instead of the mandatory 2 calls (NF).

Save time

2 X less

Time to carry out each quality assessment, and just as much time to analyze the results and help advisors with their training.

01

Customize your evaluation criteria and grids

Easily import, create and adjust your evaluation grids according to your specific needs.
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Instantly format your evaluations for real-time communication with your teams

02

Filter and select calls automatically

Define precise picking filters to automatically select calls for evaluation, based on various criteria such as CSAT and NPS scores, call reasons, customer anger, objections, and much more.
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Automate the assignment of calls for evaluation, by period and scope, simplifying task distribution.

03

Evaluate more easily and quickly

Automate the evaluation of certain criteria for fast, accurate analysis of all calls.
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Easily explore customer data with call transcripts and advanced search tools, enabling you to make effective, relevant evaluations.

04

Debrief and share effectively

Access interactive summary sheets for each advisor, providing a complete overview of their skills, areas for improvement, and relevant call excerpts.
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Facilitate debriefing and coaching of your agents with detailed analyses of their performance and the distribution of a library of good and bad practices.

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Access our product demo:

Adopt tomorrow's Quality Monitoring today

Free yourself from the time-consuming and costly constraints of traditional methods and gain in efficiency, precision and relevance in the evaluation of your calls.

Immerse yourself in the new era of quality management by discovering the power of Batvoice technology.

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Testimonials

Our customers say it best

1 point of conversion, when you estimate that we are at 30% of conversion on average, that we make 200 million [of sales by telephone per year], if you add 1 point, you do the calculation, we are talking about many millions of euros and this is very concrete.
Grégory Sion Managing Director, Sales, Innovation, Digital
Pierre & Vacances Center Parcs Group
We have reduced the rate of painpoints per call by 19%, mechanically we have also reduced the number of calls by 17%. Overall, on my scale, this represents savings of €300,000.

This has enabled us to gain 1 conversion point, i.e. €1.5 million.
Eric Poueys Customer Relations Director Europe
Pierre & Vacances Center Parcs Group
It is simple, modern and effective. The dashboard is very intuitive, helps to make an initial analysis, to exploit the results, to make observations and then to set up and track actions.

The solution's minimalist design makes the tool pleasant to use and extremely effective.

Pero Almeida Quality Training Coordinator
Armatis LC
My area, that of customer management and the customer experience, has been identified as a strategic area for the future, with the Customer Voice that we have managed to make visible with this type of approach and this type of tool.
Eric Poueys Director of Customer Relations Europe
Pierre & Vacances Center Parcs Group
Discover Batvoice in action

How to test Batvoice AI?

The team responds to your account creation requests live from the chat, or by your preferred means of contact.

What technical efforts are required?

Batvoice AI is compatible with all telephony solutions used in call centres. We will need access credentials to your recording platform. The solution is compatible with all protocols (API, SFTP, etc.).

What results can we expect?

The thousands of hours of feedback enabled by Speech Analytics, multiplied by each customer, opens up a wide range of high value benefits to our customers: increased sales, conversion rates,upsell and cross-sell, prediction of customer ch urn and reduction of churn, improved customer experience and customer satisfaction, quality assurance and call compliance Depending on your role and objectives, you can help your supervisors and evaluators improve your quality processes with automated Quality Monitoring or improve your customer knowledge with Voice of the Customer.

What efforts by business teams are required?

Batvoice first gets in touch with your account administrator and helps you set up your users' accounts, then offers you a roadmap with two workshops, before giving you access to your new knowledge base of best practices, methods and tools to succeed in your Speech Analytics project. Your teams master the tools and are operational within a few weeks thanks to the dedicated training content of our Batvoice Academy.

Auto QM © Quality Monitoring users notice the time and efficiency gains from the first minutes of use. Batvoice adapts to your quality processes and allows you to easily migrate your internal grids, evaluations and user accounts.

Voice of the Customer users have key information on customer expectations to launch actions and monitor their impact. A strong involvement of the teams around the continuous improvement of the brand and image, the organisation and the processes is necessary to get the full benefits.

What is this technology?

Batvoice AI is based on technologies developed 100% in-house by our R&D department: speech-to-text recognition, natural language processing, affective & social signal processing, predictive analysis. This in-house development is in line with our vision of responsible and ethical AI and the growing importance of data sovereignty, values shared with the VoiceLab, of which Batvoice is a co-founding member.

Is it GDPR compliant?

Yes:
- Your information message at the beginning of the call to your customers remains unchanged: "this call may be recorded for quality and training purposes."
- Batvoice automatically anonymises the personal data contained in the audio of the calls and in their transcription.
- The solution is available either in the "Cloud" or "On premise".
- Cloud data is processed in the European Union in accordance with GDPR policy.

FAQ

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Batvoice 2020
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