xDroid’s solution automatically analyzes the speech-recordings of all (100%) of Inbound/Outbound calls, based on customized parameters or keywords, in order to spot quality or efficiency issues and/or identify best practices. Due to the efficiency of the automation, numerous new control/development use cases can be defined. Results can be immediately fed-back to bankers and/or their superior & embedded into their training for improved productivity, customer satisfaction, lower churn and extra sales. Feedback can be both absolute/relative to peers or own past performance.

Before the system is introduced QA was a sample based (1-3 %) manual call monitoring, channeled into incentives & training with retroactive controll (~1-2 weeks feedback cycle after actual call made) with high manuality, using numerous systems Now, with xDroid VA we have a 100% sampling: no missed issue or development potential Real-time, truly personalized feedback and the controll & feedback are in in one single system

the introduction took longer than planned due to the limitations of the current voice recording system, but the support team was helpful and supportive throughout

From being very sceptical initially, I am beginning to see the benefit VoiceAnalytics can provide.

The user interface is great for the agents to see their performance. The agent and customer emotions are really helpful.

Very difficult and time consuming to programme to achieve desired results, particularly in this industry if you have no skill set in this area. Once we have honed all the areas and made the correct adjustments, we will start to make real progress.

Overall very good - looking forward to some more trainign that they are providing

The ability to quickly access the data and for the staff to access their performance live

The ability to go to low level specifics about how a call is scored - this was ore difficult that I imagined

easy to use and helpful to keep track of where you are up to.

its finds some words harder to learn.