Call Quality Tracking
Tracking your call quality is important to help you spot emerging trends, create ongoing quality control, identify problem calls that need additional follow up, monitor high call volume connectivity and more. Using AI-driven call quality tracking through our Voice Analytics AI tools, you can track call quality in real time.
Easily Track Your Call Quality
Dial800 has multiple built-in tools to help you track call quality in real time, all from one spot so it’s easier than ever to stay connected to your key call data.
Sentiment rating gives an overall picture of call outcomes and success. Dial800 compiles a rating with smile indicator along with scoring based on different criteria to help indicate if the caller was happy, neutral or unhappy.
Dial800 automatically score calls on a scale of 1 to 100, dividing them into four categories: Bad (2-25), Not Good (26-50), Good (51-75), and Great (76-100). Using the call scoring feature (automatically included with call recording), you can develop average score by agent or call center, tie scores into overall conversions and identify trends.
Using speech analytics through Voice AI, this feature lets you detect keywords spoken during calls, such as product interests, red flag key words, and more.
Set automatic monitoring and notifications for many different call and text triggers. Most common uses are alerts for ring time, connectivity, high volume thresholds. Learn more about Dial800 call and text alerts.