The Current Status of Traditional Manual Quality Inspection
As a tool for the contact center to evaluate the work ability and work efficiency of agents, to ensure that the product or service meets the established standards and requirements, and to find and correct problems in a timely manner to improve customer satisfaction and enterprise efficiency, with the rapid development of the all-media contact center, the business volume has also increased sharply, and the traditional manual quality inspection has been unable to meet the needs of the modern contact center.
 
  Challenge 1
Inefficient quality inspection		     Challenge 2
Quality inspection standards are not standardized
Manual quality inspection requires quality inspectors to inspect products one by one, which is time-consuming and laborious, prone to fatigue and omission, resulting in inaccurate test results.   Different quality inspectors may have differences in the quality evaluation of the same product due to personal experience, subjective judgment and other factors, which affects the stability of product quality.
         
  Challenge 3
High cost of quality inspection		     Challenge 4
Low quality inspection coverage
Enterprises need to hire a large number of quality inspectors, pay high wages and benefits, and also need to invest a lot of time and energy in training and management.   At present, the sampling rate of the industry is about 1-2%, which means that a large number of recordings are ignored, and the hidden value or risk is not effectively explored.
         
  Challenge 5
Delay in quality inspection		     Challenge 6
Unable to meet the challenges of flexible manufacturing
Traditional manual quality inspection is generally the next day according to certain conditions to screen the previous day’s recordings for quality inspection, this method can no longer locate the problem at the first time of the incident, let alone respond to the risk in time.   With the transformation of the manufacturing industry to flexible manufacturing, product types and production lines change frequently, and traditional quality inspection methods are difficult to quickly adapt and adjust, and cannot meet diversified and personalized production needs.
 

Multi-source Data Provides VCInsight with Multi-dimensional Evaluation and Analysis Criteria
VoiceCyber’s product portfolio not only satisfies the needs of enterprise customer experience (CX), but also attaches importance to enterprise employee experience (EX), so as to create higher satisfaction and higher employee value for customers. The quality inspection system is an important means to help enterprises improve EX. The more data from different sources, the more efficient the QC system will work and the more accurate the results of the analysis and evaluation will be. CX products such as VoiceCyber’s VCLog Omni-Ch Recording, FAPs IoT Recording, SoIP PC recording, and MoIP MIC Recording. It can bring diversified data such as call content, transcribed text, video, and screen recording images to VCInsight AI QM, helping enterprises to conduct full and efficient automatic quality inspection of the customer service process in an all-round way.
 

With the powerful management function of VCLog, the recorded agent service calls and the data captured by MoIP & SoIP & FAPs can be structured in a unified manner, and the recorded calls can be converted to text through STT and synchronized to VCInsight, and then combined with big data processing and analysis technology to achieve full automatic quality inspection for the contact center. VCInsight can provide flexible and comprehensive quality inspection scoring rules, support real-time intelligent quality inspection and offline intelligent quality inspection, effectively improve quality inspection efficiency and save labor costs. VCInsight can not only conduct quality inspection of text information, but also conduct quality inspection of agent PC screen images, meeting content, instant messages, etc. captured by SoIP, and even conduct in-depth analysis of the operation trajectory of each agent serving customers, so as to automatically identify agents with poor business ability and find problems and deficiencies in the service process in time, such as communication barriers and service attitude problems. At the same time, with the help of the typical case library, the best practice cases can be shared with the agents with one click, and the agents will be trained in a targeted manner, so that the agents can quickly master reasonable and efficient business processing methods.

Enterprises should not only grasp the customer service status of the contact center, but also have a deep understanding of the quality of on-site services such as branches, physical stores, and business halls. SoIP, MoIP and FAPs provide VCInsight with every interaction data between employees and customers, including conversation data, camera, PC screen operation data, etc., VCInsight can sort out and classify these data, list the key needs of customers at different times and push them to the VCInsider Analytics system, so that enterprises can fully understand the preferences of customers at the current time. In order to enable enterprises to accurately profile customers, so as to provide targeted improvement suggestions for enterprises, help enterprises continuously optimize service processes, and improve customer satisfaction and loyalty.