The Challenge
A major telecom provider in Asia was facing growing inefficiencies in its call center quality audit process. Their system relied entirely on manual reviews—requiring auditors to listen to individual calls, one by one. This approach was slow, inconsistent, unscalable, and lacked the ability to deliver actionable insights to improve agent performance or customer experience.
The client needed a scalable solution that could automate the audit process, reduce manual workload, and enable data-driven improvements in customer service quality.
The DataQuartz Solution
To address these challenges, DataQuartz engineered a comprehensive, AI-powered call audit platform designed to streamline operations and deliver real-time insights.
Our solution was built on three core components:
- Speech AI Engine
Transcribed voice calls and detected sentiment and tone, enabling deeper understanding of customer-agent interactions. - Language AI Engine
Assessed conversations against predefined criteria, generating performance scores and identifying key insights automatically. - Custom Integration & Dashboard
Integrated AI engines with the client’s internal data systems. A dynamic dashboard provided real-time KPIs such as agent rankings, call sentiment trends, and training opportunities.
In addition, we developed a Training Portal that delivered personalized feedback to each call center agent. By highlighting individual improvement areas, the portal enabled smart, targeted coaching rather than generic training sessions.
Our multidisciplinary team of NLP specialists, speech processing engineers, backend developers, and BI experts ensured seamless development and deployment.
The Results
- Reduced Manual Workload:
Dramatically lowered the number of full-time audit hours required. - Increased Audit Coverage:
Enabled a higher volume of calls to be evaluated without increasing overhead. - Smarter Agent Training:
Personalized coaching led to measurable improvements in service quality. - Actionable Insights:
Managers could make informed decisions based on performance data visualized through the interactive dashboard.
Ultimately, the client improved both internal efficiency and customer satisfaction, transforming their call center into a data-driven, performance-focused operation.
