Call quality increase
exciting monitors the call quality of employees with VIER Interction Analytics. Thanks to the integrated coaching tool, coaching costs are reduced enormously.
The challenge
Monitor conversations
Randomly listening to individual call recordings to check compliance with its clients' specifications no longer made economic or procedural sense for exciting AG. A way had to be found to monitor 100% of telephone calls and quickly detect deviations.
What solution does VIER offer?
Exciting + VIER
Quality management thanks to conversation analysis
The core task of a call center service provider is to represent its clients perfectly to the outside world. With VIER Interaction Analytics, all telephone recordings can be checked. In this way, exciting can ensure and demonstrate that employees are behaving in accordance with the client's corporate guidelines. After all, the client is no longer just interested in completing a maximum number of calls in the shortest possible time. Instead, call center service providers are now genuine business partners for the client, acting in an advisory capacity from project design to closing the sale and becoming a profit center with high-quality sales activities.
Accordingly, the client's specifications are not only complex, but also bonus- and malus-relevant with regard to factors such as corporate wording, (non-)mentioning of competitors, cross-selling and upselling phrases, maximum call duration and commitment. If there are deviations here, it costs the service provider - contractually agreed - hard cash.
VIER Interaction Analytics - the cloud-based software for the simple management and analysis of voice recordings - was selected as the most suitable solution. The software continuously analyzes 100% of voice recordings. These are converted into searchable text, automatically categorized and displayed in the dashboard according to individually defined criteria.
More about the product
VIER Interaction Analytics
Optimize service and sales thanks to our AI-supported speech and text analysis software. Gain valuable insights from analyzing communication with your customers.
About Exciting
Based in Neu-Isenburg, with over 25 years of experience and 320 employees at its German site and 60 in Greece, the dialog service provider exciting focuses on innovation and transparency. exciting stands for innovation and state-of-the-art technology, absolute transparency, fairness and a high level of personal commitment. This makes collaboration fun because it is efficient and targeted thanks to the motivated team. The service provider does not use technology for technology's sake, but when it makes sense for the success of the project. At the same time, the company shows above-average commitment to its employees and partners. This contributes significantly to long-term success and secures the future of the company as well as the satisfaction of its customers.
Based in Neu-Isenburg, with over 25 years of experience and 320 employees at its German site and 60 in Greece, the dialog service provider exciting focuses on innovation and transparency. exciting stands for innovation and state-of-the-art technology, absolute transparency, fairness and a high level of personal commitment. This makes collaboration fun because it is efficient and targeted thanks to the motivated team. The service provider does not use technology for technology's sake, but when it makes sense for the success of the project. At the same time, the company shows above-average commitment to its employees and partners. This contributes significantly to long-term success and secures the future of the company as well as the satisfaction of its customers.
Further customer projects
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