Very helpful for training our agents
What do you like best?
NeoSound has assigned metrics to call batches including compliance ratings and quality score. This has made it very simple for us to extract relevant samples to train our agents with. We can look for calls that have a high compliance ratings and quality scores to help our agents understand the standards they need to meet, while calls with large amounts of silence or lots of emotion are calls we can use to train our agents to engage our customers better. NeoSound's software also takes into account the intonation of the caller so we can easily identify calls with lots of emotion.
What do you dislike?
There isn't really anything that stands out as a con. The pricing is based on the amount of data processed so you don't have to pay to add more users to the software.
Recommendations to others considering the product:
I would highly recommend this without a second thought.
What problems are you solving with the product? What benefits have you realized?
We are utilising all of our call data as a rich source of information to identify gaps and conduct training for our agents. It has been very helpful for us and we see the increase in customer satisfaction when our agents are better trained to handle calls.
