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Do you do some type of machine learning or actually manually process calls and offer feedback? Is each agent call transcribed?
by Caligula 9y ago
Do you do some type of machine learning or actually manually process calls and offer feedback? Is each agent call transcribed?
- dariaevdo 9y agoThe current process on most sales teams is managers listening to 2 or 3 call recordings per rep per week (out of hundreds) and basing feedback on that, so having data across dozens and hundreds of calls is a huge win for them. We can transcribe every agent call, but typically don't have to. It's a combination of both ML and human QA'ing when necessary.