Understand call center compliance and performance

Call centers are pivotal in maintaining customer relations and ensuring compliance in many industries. However, monitoring and analyzing every call for key compliance and performance metrics is a challenging task. Without automated tools, important aspects like mandatory disclosures, follow-up actions, and competitor mentions can be overlooked, affecting both compliance and customer satisfaction.

With OmniAI, transform unstructured call recording into structured, actionable insights. Connect your data source, define key metrics like complaints and sentiment, and let OmniAI handle the heavy lifting of data processing.

• Analyzes a large volume of calls for specific compliance and customer engagement metrics.
• Identifies key call components: mandatory disclosure, follow-up calls, competitor mentions, and call sentiment.
• Stores and organizes data in the Omni warehouse.
• Facilitates detailed analytics to track performance and compliance over time.

With the qualitative data now structured, users can easily query and gain insights that were previously hidden in raw call records. Analysis of trends, such as the frequency of competitor mentions or the rate of follow-up call bookings, becomes straightforward.

This approach not only enhances operational efficiency but also provides vital compliance and customer satisfaction insights, driving better decision-making and customer relationship management in call centers.