Do you manage a call center and operate blindly?
Your quality managers are overwhelmed with manual replaybacks, yet these 2% of sampled contacts do not reflect the reality on the ground.
Traditional quality monitoring is the bottleneck for thousands of call centers. With generative AI, analyze 100% of your conversations and transform your quality managers into continuous improvement strategists. Let's go! 🚀
Quality monitoring evaluates the quality of interactions between agents and customers. It involves analyzing recorded conversations, measuring compliance with procedures, and identifying areas for improvement.
Key features :
In plain English?
It's the compass of your call center. Without quality monitoring, you're flying blind. With it, you can steer with precision.
With the advent of generative AI, a new stage is now possible.
While AI is often associated with text generation, its main strength lies in its ability to process vast amounts of data. It is precisely in this area that generative AI is transforming quality monitoring.
The difference between traditional quality monitoring and AI-powered quality monitoring lies primarily in scalability, speed, and problem detection capabilities.
Traditional example:
A quality manager listens to 100 calls out of 5,000 (2%). He identifies 3 problems on the 15th of the month. In the meantime, 300 customers have experienced the same problem.
AI example:
The AI analyzes the 5,000 calls. It detects a spike in frustration on the third day. The manager intervenes immediately.
Customers demand faster, more personalized responses. According to Zendesk, 75% want a personalized experience and 73% consider fast resolution to be the most important factor.
Listening to 1 to 3% of calls is no longer sufficient.
Strategic issues:
📈 Comprehensive visibility: Analyze 100% of conversations, not a biased sample.
💰 Measurable ROI: Check whether your training programs are working, agent by agent.
🚨 Proactive detection: Identify problems before they become crises.
AI records and transcribes 100% of your conversations in real time. Every word becomes usable data.
AI analyzes each conversation according to predefined criteria: compliance, relevance, tone, resolution. This is QA Agentique: an automated quality manager that evaluates 100% of interactions.
AI generates weekly reports summarizing satisfaction trends, customer irritants, and opportunities for improvement. Zero manual input.
If a critical problem is detected, the quality manager receives an immediate alert.
AI analyzes 100% of your conversations. No problem slips under the radar anymore.
Your quality managers are transitioning from "call raters" to "strategists." They analyze insights, coach agents, and drive performance.
Post-call surveys have a response rate of 5-10%. AI measures satisfaction across 100% of conversations by analyzing the tone of messages.
Track performance trends for each agent. Identify which training courses have a real impact.
AI automatically detects any deviation from regulatory procedures and alerts you immediately. No more risk of fines.
Client: Marketplace, 150 agents, 30,000 calls/month
Situation: In mid-October, AI detects a spike in negative conversations about "delayed Black Friday deliveries." The NES drops by 8 points in 3 days.
Solution: The weekly report alerts the quality manager. He adjusts the script immediately.
Result: The NES rose by +5 points the following week. Without AI, 2,000 customers would have been affected instead of 500.
"AI will replace my quality managers."
False. AI frees quality managers from repetitive tasks. They become strategists who analyze insights, coach agents, and drive performance.
"The agents will feel like they're being watched."
False. With traditional monitoring, agents are evaluated on 2% of their calls, often the worst ones. With AI, they receive constructive and immediate feedback on all of their interactions.
"AI is too expensive."
False. ROI can be measured within a few months. You free up 80% of your quality managers' time and reduce customer churn.
1. Comprehensive coverage
: Does it analyze 100% of your conversations across all channels?
2. QA Agentique
Does it automatically evaluate each interaction (compliance, relevance)?
3. Sentiment analysis (NES)
Does it measure satisfaction across 100% of conversations?
4. Automated weekly reports
Does it generate reports without manual input?
5. Proactive alerts
Does it provide real-time alerts on critical issues?
6. Rapid deployment
Is it operational within hours?
100% conversation analysis
Klark analyzes all your interactions in real time. You manage with comprehensive visibility.
QA Agentique: compliance and relevance
Klark automatically evaluates each conversation according to your criteria. It is a quality manager that works 24/7 on your entire flow.
Net Emotion Score (NES)
Klark analyzes the tone of each message to quantify customer satisfaction across 100% of your conversations.
Automated weekly reports
Klark automatically generates a report summarizing the evolution of your KPIs. No manual input required.
Deploy in minutes
Klark integrates plug-and-play with Zendesk, Salesforce, Freshdesk, Gorgias, and Front.
Measurable results
+50% agent productivity and 43% automated tickets. 50+ brands and 2,000+ agents trust us.
Traditional quality monitoring is over. Listening to 2% of your contacts is like driving with your eyes closed (or almost).
With generative AI, you go from 2% to 100% coverage. You detect problems before they become crises. You free up your quality managers. You measure the ROI of your training. You manage with comprehensive data.
Key points to remember :
If you continue to drive as you did in 2015, your competitors who adopt AI will gain a head start.
The question is no longer "Should I adopt AI?" but "How long can I wait before falling behind?" 🚀
Klark is a generative AI platform that helps customer service agents respond faster, more accurately, without changing their tools or habits. Deployable in minutes, Klark is already used by over 50 brands and 2,000 agents.
