Ensure compliance through continuous monitoring.
For many enterprises, tight regulations make understanding what your agents are saying, and what they're not saying, a critical factor. Failure to adhere to company or federal policies can result in significant fines or loss of contracts. Nexidia Speech Analytics provides automated methods for mining audio data for potential violations. By understanding where agent and process breakdowns occur, companies are able to take corrective measures quickly. Nexidia allows companies to:
“Nexidia processes 100% of our calls, ensuring that we are adhering to current policies.”
—Jeff Stroum
Telecommunications Manager, Plaza Associates
Improve Policy Adherence:
- Determine where agents are deviating from a script, failing to provide legally required information or offering unauthorized services or discounts
Decrease Liability Risks:
- Search for key terms in calls to measure an agent's proficiency and adherence to policy as it relates to liability concerns
Provide Improved Agent Information:
- Use Agent Assist and Real Time Monitoring to provide agents with clearly defined policies, procedures and expectations as calls are occurring
Determine Training Needs:
- Benchmark associates to measure how compliance and training use increases or deteriorates over time based on criteria such as length of time with company and length of time between training sessions
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