VoiceOps

The VoiceOps Coaching Enablement Platform is a software solution aimed at call center teams seeking to transform data into measurable outcomes. According to the vendor, this platform caters to a range of professionals including call center managers, sales managers, operations managers, team leads, and admissions managers. Industries such as lending, collections, education, auto finance, and insurance are said to benefit from the tools and analytics offered by VoiceOps.

Measure Adherence to Your Call Flow: VoiceOps enables users to map their team's call flows to measurable behaviors and automatically track adherence to key behaviors across calls. Dashboards provide relevant metrics for businesses, allowing coaches to easily identify areas for improvement and major "coachable moments" across multiple calls.

Design and Execute a World-Class Coaching Strategy: Combining AI with human-in-the-loop operations, VoiceOps aims to ensure complete contextual understanding of each call. According to the vendor, managers can efficiently coach on a greater number of calls per representative in less time. Coaches can provide consistent feedback on behaviors that need improvement and reinforce successful execution. Managers can also aggregate feedback, metrics, and activity in-app for valuable 1:1 coaching sessions.

Close Performance Gaps, Reduce Attrition, and Increase ROI: According to the vendor, VoiceOps helps close performance gaps and reduce attrition by measuring increased adherence to key call flow behaviors over time by rep and team. Improved coaching is said to result in quicker ramp times, higher performance, and a decrease in turnover. A skilled team on the phone is expected to provide customers with a more supportive and consultative experience, leading to higher conversion rates and increased revenue.

Accelerate Training Process with Call Transcripts: VoiceOps provides highly accurate call transcripts, allowing managers to efficiently review and provide feedback in seconds, eliminating the need to listen to call recordings. According to the vendor, focusing on call transcripts can accelerate productivity and operational efficiency by saving time that would otherwise be wasted on call recordings.

Aggregate Feedback, Metrics, and Activity in-App: Managers can easily aggregate feedback, metrics, and activity within the VoiceOps platform, facilitating effective coaching sessions. This feature is said to enable seamless preparation and execution of valuable 1:1 coaching sessions. Leadership can also measure execution against coaching expectations to effectively "coach the coaches" while gaining visibility into how managers are performing.