FAQ

Call scorecards measure performance indicators that QA managers want to monitor, such as an agent’s average handle time, call dispositions, sentiment analysis, etc. These are also known as scorecard categories, which are based on what’s important to your call center or business.

Automated call scorecards provide a consistent, unbiased scoring method to help managers and agents understand individual and team performance related to the scorecard categories based on what’s most important to your business. Learn more.

CallFinder’s call transcripts can track any performance indicators that are important to the call center or business. Examples include: Average handle time, hold time, and more nuanced KPIs, such as whether the agent demonstrated empathy on the call.

CallFinder’s automated call transcripts provide quick insights and save a ton of time by transcribing recorded calls in minutes vs. listening to and manually reviewing thousands of calls. Learn more.

Automated call transcripts are created by converting recorded phone conversations into a searchable text version of the call. Visit how it works to learn more about how all of CallFinder’s speech analytics software features work together.

Most call center managers and coaches use speech analytics software to identify areas that need improvement and agent knowledge gaps, which QA managers can use for incentives or agent training purposes. Learn more.

Absolutely! Call center speech analytics solutions provide a deeper understanding of how your agents handle customer calls while providing immediate insights about your customers to ensure a positive experience and retain customers.

A speech analytics solution will help your business in many ways, mostly by saving time and money, and helping you reach specific business and revenue goals.