Agent scorecard

The V‑Spark Agent Scorecard application increases the efficiency of the agent evaluation process by automatically detecting the presence or absence of phrases that correspond to QA form requirements. Application results can be used to get an overall view of your agents’ performance, pinpoint performance categories that require improved training, and compare scores for individual agents.

The Agent Scorecard uses six top-level categories to evaluate agent performance: Communication Skills, Compliance, Effectiveness, Politeness, Professionalism, and Sales. Application scores are accessible for individual call transcripts as well, enabling supervisors to quickly check off objective requirements on agent evaluation forms.

Call driver analysis

The V‑Spark Call Drivers application is the perfect springboard for developing industry-specific call driver analyses. The Call Drivers application automatically categorizes calls according to call type and the customer’s ultimate objective. The Call Drivers application can be used to identify which types of calls your agents struggle with the most, cause the highest call volumes, and more.

Customer experience

V‑Spark comes equipped with a templated Customer Experience application that covers all aspects of both positive and negative call center experiences, including customer sentiment, customer effort, and churn detection.

The V‑Spark Customer Experience application enhances your analysis of positive and negative customer experiences by leveraging Voci’s advanced emotional intelligence capabilities. This emotional intelligence combines both linguistic- and acoustic-based information about the speaker’s emotional state (such as word choice and tone of voice) which is then used to assign each call a score of Positive, Negative, Worsening, or Improving emotion. All of these scores are searchable, and can be added to any V‑Spark application as filters to help you drill down into your calls for deeper insights into your customers’ state of mind.

The Customer Experience application lets you see how well your agents resolve customer complaints by automatically detecting repeat calls, transfers, and escalations. This information can then be used to identify areas for improvement in agent training, business processes, and self-service systems that will reduce customer effort and prevent churn. This application can be used hand-in-hand with the Call Drivers application in order to identify the relationship between particular call drivers and unresolved calls.

The Customer Experience application identifies negative customer experiences that could increase churn rate and detects calls where the customer is actively trying to cancel their account. Churn attempts are further categorized by the customer’s reason for cancelling as well as the rebuttal strategies that the agent has employed in order to save the account. All of this enables you to identify common reasons for churning, reach out to unhappy customers before they churn, and identify which save strategies are most effective