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  • Industry: Goverment Services
  • Use Case:Call center quality evaluation
  • Channel:Agents quality evaluation
  • Key Objectives: Agents evaluation, Fraud management, Cost-saving measures
  • Products:Virtual QC

EM&AI automated agents quality evaluation solution enhances efficiency and satisfaction for EVN CPC

About

EVN CPC, or Electricity of Vietnam Central Power Corporation, plays a vital role in supplying electricity to the central region of Vietnam. As a key player in the energy sector, EVN CPC ensures reliable and efficient power distribution to millions of households and businesses.

Challenges

Currently, EVN CPC does not have any software to support the call quality evaluation process, resulting in all evaluation activities being performed manually. This process includes extracting data from related systems such as CRM and ECC Nice, combined with random evaluations of 1-3% of the total number of calls. However, the increasing number of incoming calls makes it challenging to meet the manpower demands for call quality evaluation. Most of the call evaluation tasks are performed manually, which is not only time-consuming but also prone to errors. Furthermore, the random selection of calls for evaluation cannot detect all violations, affecting the efficiency and accuracy of the evaluation process.
 

Solution

To address these challenges, EVN CPC has implemented the Virtual QC solution, an advanced technology application that utilizes machine learning, NLP (natural language processing), and speech-to-text conversion. Virtual QC allows the company to automatically evaluate incoming and outgoing calls, enhancing customer satisfaction and ensuring the comprehensive efficiency of the call center system. Virtual QC guarantees high security and rapid deployment, helping to filter and categorize calls according to brand criteria. The system automatically evaluates and ranks calls based on the categories and criteria set by CPC.

Additionally, Virtual QC supports call center agents by recording the entire content of calls and automatically entering data directly into the management software. The system also provides statistical reports and sends call evaluation results to management, giving them a comprehensive and detailed view of customer service quality.

 

Virtual QC

In a short period of implementation, the system has successfully conducted automatic quality evaluations for over 10,000 calls ranging from 2 to more than 10 minutes in duration. More than 60 call center employees are satisfied with the results, as they accurately reflect the contributions of the staff as well as the mistakes they have encountered. Additionally, the average customer wait time has been reduced by over 20% thanks to the automation of call information entry into the system.

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  • Head Office: 4th Floor, SPT Building, 179 Tran Hung Dao street, Da Nang, Vietnam
  • US Office: 2093 Philadelphia Pike #6218, Claymont, De 19703, United States
  • Hotline: 090 353 37 25
  • Email: contact@emandai.net
  • Tax code: 0401856849
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