Enghouse Interactive Brings Emotional Intelligence to the Contact Centre
19th April 2016
New Soft Evaluator tool integrated with QMS 2016, offers fully automated compliance, quality assurance and call optimisation for every call.
Enghouse Interactive is enabling enterprise customers of its Quality Management Suite (QMS) to bring more emotional intelligence to bear in their interactions with customers. This is achieved through a new real-time soft evaluator capability in the latest version of the software, QMS 2016. The new soft evaluator tool is the first software solution, offering fully automated quality assurance and call optimisation for every call.
The innovative technology helps encourage agent empathy and gauges the emotional state of both customers and agents by evaluating their voices and improving conversations in real time. The soft evaluator capability can assess live calls to identify incidences of cross-talking, changes in conversational tone, speech ratio balance, speech volume and the stress levels of both parties.
Users can employ the tool to produce scores against each of these criteria either automatically in real-time to be attached to recordings in the QMS or to make them available in a batch format to be assessed and reported on at a later time. The approach helps organisations remain compliant while helping to reduce customer churn and drive up loyalty and satisfaction levels.
The soft evaluator functionality potentially brings benefits across almost any industry segment. It has particular resonance, however, in sectors where regulatory compliance is a key concern, notably including financial services.
With the introduction of the new increasingly stringent regulations from the Financial Conduct Authority (FCA), there has been a parallel shift to an even greater emphasis on treating customers fairly across financial services.
In line with this, Zinc Group, a UK-based credit control, recoveries management, and business process outsourcing company, has been using Enghouse Interactive’s soft evaluator capability to gauge cross-talk, conversational tone, the volume of speech and the level of stress demonstrated by the participants. Specifically, the Enghouse solution gives Zinc Group the tools to quickly identify when the customer starts to cross-talk; becomes more agitated or begins to raise their voice, enabling it to tailor its own approach to engagement accordingly.
In other words, the solution enables Zinc Group to make certain it is doing much more than just keeping to the regulatory guidelines. It additionally helps to ensure that it is managing the customer sensitively at all times and therefore helping to build a strong relationship with that customer based on trust. And that capability can be especially key when dealing with areas of particular sensitivity for the customer such as the reasons why they got into debt in the first place.
Dougie McManus, CEO, Zinc Group, said: “Using the soft evaluators we were able to identify which questions caused the highest stress levels on a live call. From this we changed the way in which we asked the question, ensuring that we treated the customer fairly and were sensitive to their needs. We believe this is a major step forward in the collections industry.”
Steve Ellis, Managing Director of Enghouse Interactive distributor, 5i, said: “This new real-time soft evaluator capability is helping to move enterprises to a new level in terms of the way they interact with their customers through the contact centre. We are really excited to have this functionality as part of our contact centre portfolio in the channel and to be able to deliver the value-add it provides to our resellers.”
“Enghouse Interactive is really investing in delivering quality in the contact centre and I believe that the combination of QMS and real-time soft evaluators will represent an increasingly powerful combination moving forwards,” he added.