The QA problem
Quality assurance for contact centers has always been a challenge. QA teams often have to manually review interactions, and the automated solutions available now don’t measure what they need. This is not only time consuming, but allows for a very limited view of performance. Supervisors rely on random sampling, meaning only a small fraction of conversations are reviewed, leaving large gaps in understanding team performance.
Manual Reviews are Time Intensive
Manual QA takes a lot of time, and automated QA platforms don’t give you all the details you need to be a successful coach. But what if you could dive deep into the factors that matter to you on every single call, quickly and efficiently?
Inconsistent Feedback
Scoring interactions is difficult in the moment, and how scores are assigned can vary wildly from supervisor to supervisor. With Assure, you get every interaction transcribed and scored consistently giving you the tools to understand what’s going on with your team no matter what the size.
Missed Coaching Opportunities
Due to workload, supervisors can’t catch every area of strength or coaching moment. That’s where Assure comes in. You’ll have deep visibility into all interactions, allowing you to celebrate the wins, coach where necessary, and drive success through deep understanding of what’s going on with your team.
How We Solve QA Problems
Assure transforms quality assurance by offering 100% coverage of voice and chat interactions, automating the review process. It delivers objective, actionable insights, empowering your team to continuously improve.
Full Interaction Visibility
Manual QA reviews can only scratch a small fraction of conversations. With Assure, every single conversation is automatically analyzed, giving you a complete view of performance across all agents and channels
Deep Insights
Go beyond call times and sentiment. Understand how your team is interacting with callers and see what matters most to your organization.
More Time for Coaching
Let Assure take on the time intensive task of reviewing each call. With easy to understand dashboards and detailed explanations for each score you can focus on building your team into the best they can be.
Consistent, Objective Feedback
With Assure, all feedback is powered by AI, removing the inconsistency of manual QA. Every interaction is measured against clear performance criteria, so your team receives reliable, data-driven evaluations.
Consistent Evaluation
Assure applies the same standards across all representatives, ensuring consistent reviews and equal coaching opportunities.
Clear Performance Metrics
Track team performance based on key indicators such as empathy, response time, protocol compliance, and call resolution—allowing you to identify patterns and target areas for improvement.
More Time for Coaching and Faster Skill Enhancement
Supervisors no longer need to search for conversations to review manually. With Assure, identify critical coaching opportunities and deliver tailored insights, giving managers more time to focus on high-impact coaching.
Targeted Coaching
Pinpoint specific areas where agents excel or need improvement based on complete conversation data.
Reduced Escalations
With holistic feedback and rapid skill development, Assure helps managers handle conversations more effectively, reducing the need for escalation and improving customer satisfaction.
Results that Matter with Assure
Our AI-powered quality assurance solution delivers tangible improvements for human support teams:
reduction in manual QA workload
Fewer case escalations
Useful insight generation
Built to Solve QA Challenges for Teams of Any Size
Whether you’re managing a small customer service team or a large crisis center, Assure is built to scale and meet your unique needs.
Scalable QA
From 100 conversations to 100,000, Assure continuously monitors all channels, including voice and chat, ensuring that quality standards are consistently met.
Tailored to Your Organization
Customize QA criteria to reflect the specific goals and standards of your team, whether it’s empathy for crisis responders or efficiency for customer service reps.
Seamless Integration
Easily implement Assure into your existing systems and workflows, providing immediate value without disrupting your current processes.
Security and Privacy at the Core
Assure is designed with the highest standards of security and compliance, protecting sensitive customer information while ensuring data privacy.