[vc_row type=”full_width_background” full_screen_row_position=”middle” equal_height=”yes” content_placement=”middle” bg_image=”78546480″ bg_position=”left top” bg_repeat=”no-repeat” bg_color=”#333333″ scene_position=”center” text_color=”light” text_align=”left” top_padding=”5%” bottom_padding=”5%” color_overlay=”#0c0c0c” overlay_strength=”0.3″ shape_divider_position=”bottom” shape_divider_height=”350″ bg_image_animation=”none” shape_type=”mountains”][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”1/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][split_line_heading]
Quality Management for Contact Centers
[/split_line_heading][vc_custom_heading text=”Snowfly’s quality management solutions, including Automated Quality Management for Contact Centers (AQM) and Manual Quality Management for Contact Centers, has been recognized as a powerful, accurate, affordable solution that doesn’t tie you into an expensive, long-term contract. We’ve beaten our competitors in reliability and accuracy for years, and continue to make improvements to remain the best AQM solution for any size contact center.” font_container=”tag:h4|text_align:left|color:rgba(255%2C255%2C255%2C0.7)” use_theme_fonts=”yes” css_animation=”fadeInUp”][nectar_btn size=”jumbo” button_style=”regular” button_color_2=”Accent-Color” color_override=”#7ca25b” icon_family=”default_arrow” url=”/lets-get-started” text=”Learn More” css_animation=”zoomIn” margin_top=”30″][/vc_column][/vc_row][vc_row type=”full_width_background” full_screen_row_position=”middle” bg_color=”#f7f7f7″ scene_position=”center” text_color=”dark” text_align=”left” top_padding=”100″ bottom_padding=”100″ overlay_strength=”0.3″ shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”padding-14-percent” column_padding_position=”left-right” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” el_class=”snowfly-padding-0″ width=”1/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_column_text]Looking for an automated or manual quality management for contact centers? You’ve found the solution by which you’ll compare all other solutions!
Quality management for contact centers has been around since call centers have been around. But automated quality management has been made possible when computer systems improved, and we’ve seen immense progress since the advent of artificial intelligence and machine learning. Speech Analytics is Snowfly’s product that allows you to process and analyze the calls that your sales and customer support teams have. Sounds nosy, doesn’t it?
Of course, we also help you do manual quality management needs.
Snowfly’s Quality Management for Contact Centers Features:
Interaction Recording & Monitoring
Capture full-audio (and optionally screen/video) of agent/customer interactions across every channel so you have a complete record of how calls, chats and emails are going.
Automated Call / Interaction Scoring
Use predefined scorecards or customize templates to automatically evaluate interactions for call handling, script adherence, compliance, tone and more — enabling far greater coverage than manual checks.
Speech & Text Analytics
Transcribe and analyze voice, chat and email interactions with AI/NLP to detect keywords, sentiment, risk or compliance language, uncover coaching leads, root-cause issues and extract actionable insights.
Real-Time Monitoring & Agent Assist
Monitor live interactions including voice and chat, and provide agents with real-time prompts, guidance or nudges (e.g., script cues, next-best-action suggestions) so quality improves in the moment — not just afterwards.
Omnichannel Quality Management
Support all communication channels — voice, chat, email, SMS, social — so you manage quality consistently across every customer touch point, not just calls.
Scorecards, Calibration & Customizable Evaluations
Offer flexible scorecard templates for evaluating agents/interactions, support calibration among evaluators to align scoring standards, and customise criteria to your specific business: compliance rules, product knowledge, brand voice.
Performance Dashboards & Analytics
Provide supervisors and managers dashboards with key metrics like CSAT, NPS, AHT (Average Handle Time), FCR (First Contact Resolution), agent adherence and quality scores — plus trend-analysis, Team/Location comparisons and data-driven oversight.
Agent Coaching & Feedback Workflows
Link quality results to coaching tools: trigger feedback automatically, assign coaching tasks, track improvement over time and tie evaluations into development plans — so QA drives growth, not just measurement.
Compliance Risk Detection & Management
Flag interactions that pose regulatory or compliance risk (missing disclosures, wrong language, off-script behavior), support audit workflows and generate alerts/reports for review — helping you stay ahead of risk.
Unified Data Integration & Platform Connectivity
Connect seamlessly with your CRM, CCaaS, workforce-management, ticketing and chat platforms so quality data, agent performance data and customer feedback live together — not siloed.
Scalable Automation & Coverage
Go beyond sampling a few calls: apply automation to review or flag a large percentage — or even all — interactions so you get consistent insight and can scale your quality program.
Trend Analysis & Root-Cause Discovery
Identify recurring patterns (such as agent gaps, product/service issues, customer pain points) and drill down to root causes so your improvement efforts become proactive — not reactive.
Recognition & Gamification
Recognize high-performing agents, deploy gamified elements (leaderboards, badges, competitions) and drive engagement by making quality & service improvement fun and motivating.
Flexible Deployment & Multi-Site Support
Support distributed or hybrid environments (remote agents, multiple sites, regional teams) with one centralized quality-management framework — so you keep oversight no matter where agents are located.
Actionable Insights & Continuous Improvement
Surface actionable next steps (coaching triggers, process updates, script changes), turning data into results so you’re not just collecting information — you’re improving performance and customer experience.
Some Snowfly AQM Stats and Facts:
Snowfly’s Quality Management for Contact Centers is billed month-to-month!
Compare that to other AQM providers who will lock you into a long-term contract, or make you buy a certain (high) number of minutes/hours being QA’d, even if you won’t use them all, Snowfly makes this easy on your budget. We stand by our quality. Contrast that to getting locked into a multi-year contract with suboptimal results.
Snowfly AQM has over 90% accuracy!
Other AQM systems are coming in around 60% to 70% accurate. NOTE: This is not transcription accuracy. If you are looking at other AQM vendors who claim to have higher than 80%, let’s talk and we’ll show you how we compare. We monitor and work to make improvements regularly. We’re not here to bash our competitors but from what we’ve heard from customers and prospects, this is ridiculously high (although we have the figures and stats to prove our accuracy).
Not only do we have extremely high (best in class) accuracy, but the accuracy also improves over time thanks to AI, Machine Learning, and human intervention. Our competitors tend lose accuracy as things change, which makes them charge fees to get accuracy back to what they had before (which is still unacceptable for most organizations to make decisions and continually improve).
You can analyze up to 100% of calls for meaningful, rich data to help you improve your services.
You may not want to monitor 100% of your calls, but you can. We’ll work with you to determine what the appropriate sample size is to get real insight into what’s happening on calls so you can make better business decisions regarding training, compliance, and improving your customer experience.
Get customizable, actionable alerts and insights in less than 10 minutes!
Sometimes these come within seconds of finishing a call. These alerts and insights go to whoever you decide they need to go to: the agent, supervisors, and leadership, all with the level of detail you want. This feature can help you detect trends and issues immediately.
Snowfly AQM has prebuilt modules for sales, CSAT, NPS, and more!
You don’t need to recreate wheels we’ve already created. Our job is to help you get a powerful AQM system up and running quickly, and we’ve already done a lot of the heavy lifting by creating templates you can easily use.
AQM AI Summaries Quickly Help All the Right People See What Happened on Each Call
Whether you are a high-level leader, a manager, supervisor, or an agent, AI Summaries give you a snapshot of what just happened. This feedback can help provide information to give immediate course correction when that feedback is most relevant.
Want to get a handle on call sentiment? Snowfly AQM gives you a comprehensive and visualized view into the sentiment of each call.
Snowfly’s AQM has custom interactive BI data visualizations and can help you predict agent attrition. We provide a comprehensive solution to improve agent engagement and performance, helping your agents self-train to improve KPI scores.
Snowfly AQM is tied into our automated coaching module to help resolve persistent issues, as well as our automated rewards and recognition modules.
You can only have better calls if you know what is happening in your calls right now. We can tell you that, down to each agent and each call.
As for customer service, if you have ever had a poor customer experience and thought “I hope my team never does that,” we’re with you!
Snowfly AQM is designed for organizations that are already monitoring and recording inbound and outbound calls. Instead of paying for trainers and coaches who can, at best, listen to a very small percentage of your calls, we can provide you insight and analysis on 100% of all calls, flagging the calls and agents that need action.
Snowfly AQM identifies trends that will help you know how to adjust your training, or with whom you need to work with. We can identify compliance issues so you can train bad practices out of your team.
Without this level of monitoring you are just guessing at how you can get better, or how you can avoid illegal infringements. Let Snowfly AQM be your solution to help you move the needle on sales and the customer experience.
But wait! It gets better!
Of course we designed Snowfly AQM to work seamlessly with Snowfly Incentives. Want to know how and when to recognize and reward key team members? You can set up triggers in Snowfly AQM that talk to Snowfly Incentives. Your team will get used to getting immediate positive feedback for things they are doing well, which should lead to more positive actions.
AQM is powerful. The feedback loop between Snowfly AQM and Snowfly Incentives helps reinforce a culture where your employees want to work. This creates an environment where they want to be engaged. Employee satisfaction increases because they get immediate positive reinforcement. And that has a real impact on employee performance, which should result in measurable results.
What are you waiting for? Let’s jump on a demo so you can see how this works.
Automated Call Monitoring
Call monitoring can be very expensive when you add in the costs of the employee, or team, that does the laborious task of listening in on calls. This very difficult and man-hour intense work has various flaws, including the fact that you will get subjective analysis, and the people listening in on calls can be distracted or zone out. And, unless you have a big team monitoring calls, you will not be able to monitor 100% of your calls.
Snowfly’s AQM platform can monitor up to 100% of your calls in almost real-time. We take the audio of your calls and run them through a complex series of algorithms to determine how the call went. Was there a mini Miranda? Did your agent verify an email address or credit card number? Was there a proper greeting? These are some of the things we can check for.
Then, our system delivers a score on every call we monitor. This allows you to have immediate, accurate, and objective insight into what is happening on your calls.
Are there opportunities to improve? Are there compliance issues? You can now have real insight into what is happening and why you are getting the results you are getting.
Objective Call Assessment with Precise and Timely Reports
When you have Snowfly AQM you are no longer impacted by human error. No, we don’t hate humans. But let’s have them work smarter and in more value-add capacities. More on that below.
Snowfly AQM is objective… it doesn’t care who the caller or agent is. It simply listens for certain words or phrases and reports back on that. It doesn’t have to worry about hurt feelings or that uncomfortable moment when they make a report and then see the agent in the cafeteria. Human bias is removed and real data is delivered, which helps everyone do their job better.
As soon as Snowfly receives the recording, which can happen as soon as the call terminates, we run through our logic and algorithms to listen for key words and phrases. This near real-time analysis and reporting allows your agents, managers, supervisors, and QA to immediately identify opportunities and issues.
Was there a compliance issue on a call? You can have the right people get alerts, even text messages, almost immediately. Imagine having a team ready to help with immediate feedback, training, and direction based on real data instead of hoping that you really heard what you thought you heard, and maybe bringing it up later.
This level of actionable feedback is almost unprecedented!
What To Do with Human Call Monitors?
We believe that everyone can add value in your organization. Imagine your team who is currently doing call monitoring adjusting their workload to help identify opportunities and issues based on Snowfly AQM reports.
Now, they are making decisions and recommendations from what is really happening on the phones, instead of acting like robots hoping to catch certain things – something very difficult to do for humans. If you have ever done this type of QA you know how difficult it can be.
We propose you take your smart and talented team and help them impact your agents with the data, reports, and analysis they have access to with Snowfly AQM! They can turn into coaches or trainers, working with agents. Or, they can be more behind the scenes and design coaching or training programs based on what they are learning from these calls.
They key is to use Snowfly AQM to help your team get better. Higher sales, better customer service, less missed opportunities, and reducing risk because of compliance issues.
This is the power of Snowfly AQM.[/vc_column_text][/vc_column][/vc_row][vc_row type=”full_width_background” full_screen_row_position=”middle” equal_height=”yes” content_placement=”middle” bg_image=”119″ bg_position=”center center” bg_repeat=”no-repeat” scene_position=”center” text_color=”light” text_align=”left” top_padding=”5%” bottom_padding=”5%” color_overlay=”#000000″ overlay_strength=”0.5″ shape_divider_position=”bottom” bg_image_animation=”none” shape_type=””][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” width=”1/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_row_inner column_margin=”default” text_align=”left”][vc_column_inner column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” width=”1/6″ tablet_width_inherit=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][/vc_column_inner][vc_column_inner column_padding=”padding-2-percent” column_padding_position=”left-right” centered_text=”true” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” width=”2/3″ tablet_width_inherit=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][vc_custom_heading text=”Let’s Start This Party!” font_container=”tag:h2|font_size:52|text_align:center|line_height:52px” use_theme_fonts=”yes” css_animation=”fadeInUp”][divider line_type=”No Line” custom_height=”10″][vc_custom_heading text=”Contact us today to schedule your free consultation. Let’s talk about Automated Quality Management (AQM)!” font_container=”tag:h4|text_align:center|color:rgba(255%2C255%2C255%2C0.7)” use_theme_fonts=”yes” css_animation=”fadeInUp” css=”.vc_custom_1731970493258{margin-top: 10px !important;margin-bottom: 10px !important;}”][nectar_btn size=”large” button_style=”regular” button_color_2=”Accent-Color” icon_family=”default_arrow” url=”/lets-get-started” text=”Get Started” css_animation=”zoomIn”][/vc_column_inner][vc_column_inner column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_shadow=”none” column_border_radius=”none” column_link_target=”_self” width=”1/6″ tablet_width_inherit=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][/vc_column_inner][/vc_row_inner][/vc_column][/vc_row][vc_row type=”in_container” full_screen_row_position=”middle” scene_position=”center” text_color=”dark” text_align=”left” overlay_strength=”0.3″ shape_divider_position=”bottom” bg_image_animation=”none”][vc_column column_padding=”no-extra-padding” column_padding_position=”all” background_color_opacity=”1″ background_hover_color_opacity=”1″ column_link_target=”_self” column_shadow=”none” column_border_radius=”none” top_margin=”40″ width=”1/1″ tablet_width_inherit=”default” tablet_text_alignment=”default” phone_text_alignment=”default” column_border_width=”none” column_border_style=”solid” bg_image_animation=”none”][heading]
Speech Analytics – Related Blog Posts
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