Sales automation solutions for Quality Assurance

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[Music] [Applause] all right we are back again and uh thank you very much for joining i'll see we have a nearly 40 attendees this morning so thank you very much for taking the time to log into this my name is rod jones i'm the brand ambassador for colby very proud to hold that title and welcome to this it's a demonstration of the powerful colby speech analytics solution and specifically focusing on how we can use corby to automate key elements of your qa and compliance processes so what you'll see shortly when i hand you over to henriette is that corby makes speech analytics easy you can see our new slogan there it's easy to deploy it's easy to configure it's easy to use and it's very very easy on the budget and that's why you'll see it's easy to see why in a little over a year we've secured over 50 big brand south african contact centres who are now using corby exclusively so without further ado i'd like to introduce you to my colleague henriette portita henriette is colby's customer success executive and head of training and she will take us through the morning session take about 14 minutes maybe a little bit more on that please bear in mind that the chat line and the q a lines are open so whilst henrietta is doing the demo i'll be monitoring that and we'll raise any issues so please feel free to use that and also i will reiterate it at the end of our session today if you would like a personal demonstration of corby and commercial discussions around corby please just drop us an email or let us know and we'll happily take it from there so without further ado henriette would you come in thank you very much this is henrietta portketa is going to take us through the demo henriette you're live morning thanks a lot thank you rod and thank you everybody for joining us see we've got quite a nice audience definitely today what i'm going to show you is yes how you can use colby to very easily look at a hundred percent of your calls to assess and to flag where you need to investigate where they are qa files but also to comfortably know where your calls have passed so that you can do the next step if you need to process cells for instance things like those so without further ado i am going to jump straight in um rod mentioned it might take 40 minutes i think it might even take a bit less um i'm hoping that and what i'm going to show you is from using your qa sheet how you then go into colby how easy it is to build a query once you've done all of those queries and checks how you then pull it together into a scorecard which automatically updates and on a daily basis weekly basis you immediately can see how yours your goals have scored so i'm just for purposes of sharing my screen i'm just going to stop my video and then i'm going to start sharing the colby screen right if you can please just confirm as soon as you can see the corby screen in front of you please yes confirm we're seeing kobe perfect i'm also quite aware that we've got quite a mix of audience members who's joined at this us this morning what i'm gonna do just to take a step back for anybody who's not yet seen colby or anybody who hasn't yet had any dealings with what's what colby does i'm gonna just start right at the beginning so with colby it's a speech-to-text tool speech-to-text application what it basically means is all of your audio recordings all of your cool conversations every single one of them you can upload once that is uploaded it then gets converted or transcribed into a text document which we call a text transcript so the beauty of that is a hundred percent of all of your calls every single conversation that happens in your call center once it's uploaded you can then have that right in front of you to access i'm going to show you and what you see in front of you is the list of calls once it's been uploaded you can also attach various data or information points onto the school for instance if you are working in different types of centers sales customer services different teams you can also attach the core outcomes if you're only interested in looking specifically at sales non-sales or general queries any things like these you can attach additional data that will help you mine into specific groups of goals i'm going to show you once a call has been loaded what you then have in front of you is very easily you can then see for every single call your text transcript so this is now your text document that shows you exactly what was discussed on that now with this and we'll come back to the screens once i've shown you how to build the queries but the beauty of what you can do now is because you are sitting with a text document for your conversations it's as easy as doing a google search or as easy as clicking control f on your keyboard or saying find a text word in a document so what you do is under your queries your query is where you build the actual words or phrases that needs to be looked for in your text transcripts the first thing i'm going to show you is just how easy it is to actually build a query and then i'm going to go into a example of a qa assessment sheet and i'm going to show you how these queries have been built and now you can score so first thing i'm going to show you just very easy to build any new query any user when you click on add query this is your query builder interface in here these two ways i'm firstly just going to show you very easily if you know what you're looking for you know what the statement is and what i'm going to use here as an example is in a sales environment where they need to do a credit vetting consent so they need to ask consent that they can do a credit check at the bureau in a cell school in here we know what are we looking for so we will enter the words that needs to be looked for so credit bureau check or we can say consent for vetting etc so we do full training on this when we train this whole training material available but you will build out your query to then go look for specific words or phrases another way which is the new feature that is really quite nice is if you know what you're looking for but you're not quite sure how the agents are saying it on the floor you can also now use the topic cloud feature similar to a topic tree what you will do you will enter words or phrases that you know is part of the statement but you're not quite sure the order of how they are saying what needs to be said so in here i'm gonna enter credit check when you click process it will then show you in two word clouds the words that is found most often in front or before of these words you're looking for and obviously the the size of the word would mean how often it is and then also the words proceeding or following so very easy now we can say consent and we can click on the word we can add the phrase and it will add that into your query builder then this way you can also explore we can also go say credit and let's go see let's process perform credit okay we want to include this into our query so this is just a nice way to build out which already shows you and in here you can filter if i know i'm only interested in sales calls i will in here as part of the data click sell and this is then how you can explore i'm not going to go too much into the details of query building because i do want to get to the qa part but you will see now once you've built your query and we also have a full process that you will go through which you will ensure by doing a manual check as well that your query is accurate so you've got a full indication of confidence level how confident you can be in the results of those queries across 100 of your calls but what you then get is a list of calls that get flagged back that contains one of these words or phrases dependent how you've built your query so in here when you open it will then show you it will take you immediately highlighted to the specific words or phrases highlighted in that form the other thing i just want to show you as much as you can build a query to look for words being said or the presence of statements or words you can also build a query to look for the absence and in qa speak this would be you your files they did not do what they were supposed to so very easy again i'm just going to show you if we now build an inverse query we are now saying return all the calls where this is not present and in here you will now see the opposite and this would be all of your failed calls for this specific check so what i'm going to show you now and let's go back into the queries i'm just going to discard this i'm going to just drag in an example call assessment sheet right please if you please just can confirm again that you can see the excel sheet in front of you um it's not up yet not up yet that's fine let's just double check that's not a problem i'm just going to stop shay quickly and then i'm just going to re-share again just to make sure that we can see it so i want to say this and that perfect let's try again let me know now if you can see it i can see your score sheet confirming brilliant thank you so typically what you would know if you are working with with traditional qa if you're not yet using a qa system is traditionally you would probably be using an excel school sheet even in a qa system but how it would work is you will have your qa checks your categories under there you would have your specific check or requirement and then just what it is that the agent needs to do now what you would do with manual qa is you will listen to the call you will listen whether whatever they need to say is being said you will then write the call in terms of yes they did or no they didn't do it etc etc and in this way you build your score the thing with manual qa is you do not have the resources to listen to every single call so mostly with manual qa you would work on a sample with a colby or a speech analytics you will be looking at a hundred percent of calls so what i'm going to show you now with all of these checks how you can use colby and how i've built queries that now replaces the human ear so instead of needing to listen you've got a query that checks for the words and immediately flags so in here i'm just going to remove and i'm going to take you into all of the qa queries that i've built i'm not going to go into every single one but i'm just going to show you so the first one remember in terms of call opening the introduction that the agent used the correct greeting in here it's been built to look specifically are they saying what they need to say from this query you flag all your calls where they did the correct greeting and in this way you will continue you will build all of your queries for all of your separate checks you can see we've got all the call opening introducing the reason for the call asking if it is a convenient time to speak very important those compliance checks and i want to show some of them the fact that they need to mention that calls are recorded something i also want to mention and point out is colby supports south african english so all the various accents will be very accurately transcribed on those accents it also supports afrikaans isi zulu and so you will see in here when you build your query there's no need to build separate queries for all your separate languages corby automatically switches when it picks up on these mixed languages or different languages so you can also build your query with your vernac and afrikaans and all different phrases in there but in yeah this is your call recorded i'm just going to show a quick one and i'm not going to bore you with all the details but for instance under the financial services provider statement you will build your query you'll run through your accuracy check but once you've done that you now have by means of a query an exact indication of which of your calls met which of your texts now that you've built your queries what you then do you pull it all together in your dashboards very easily now in your dashboards you can create various layouts you can build for different groups different teams i'm only going to show you the one i've created for auto qra colby has got a functionality which we call a scorecard now in a scorecard what you do you put all of your queries and i'm quickly going to scroll through and i'm then going to show you how you can create the card but you include and build your scorecard similar to your excel where you now add all the queries that needs to be scored or all of your checks that must be included in your scoring so you'll see in here the call opening we can see reason for call and you'll see that this all matches that excel sheet calls recorded the fsp statement etc so now that you've built this what you can see and again you can filter so again you can only score certain teams in this case it is a sales score part so we only want to score certain sales but you can use this filter to make sure you only score the relevant calls that you want to score what you now have in front of you is based on every single call loaded into colby that matches your filter it shows as you scroll to your right which of those checks were passed so all of your your queries that were matched which means on a single call 100 means it was passed and then which were failed so where you see a zero it will then obviously be a fail so these scorecards you can group currently it's based on a per call basis now you can also integrate via api where you can get the information out via if you've got a process where every single call needs to pass 100 in terms of a confirmation you can use this automatically immediately if you've got a call with 100 you can pass it on you can also group the scorecards and i'm going to show you if you are looking at a qa score agent you can group it in this way so all the cards all the various cards dependent on your metadata you can group if we only looking at specific teams you can do it in this way so first thing i'm quickly going to show you is just how easy it is to create the scorecard it's as easy as click you add i'm going to build a compliance scorecard you select that you want to see scorecard you can then select your grouping like i've shown you so in this case let's say i want to see per agent and here you now build out your card you know you've created your queries you know they're all there you simply just click and you add and all your queries you've built will be available from your drop down in here i am going to add all my compliance queries that i've built customer has been authenticated if this be statement was done etc etc treated vetting consent and i'm just going to add one more that was and marketing consent you'll also see because on many qa scorecards you get different weightings for your different checks now i'm sure under compliance everything would weigh equally but if it is a normal scorecard or if your weighting is differently in here you will then add your weighting so if you are working in a percentage you can just simply add those percentages if it doesn't add up to a hundred or if you're working in a point system let's say five points ten points then points and five points colby will calculate it back into a percentage so this is how you create your card you'll see now that we've created it remember the filter we only want to score specific calls i want to score all my sales calls right now you can immediately see this is your scorecard on 100 of course now the easy thing and where you now start flagging your files is that query that i've shown you where you build a fail query so let's quickly go back qa files these are all your queries that look for the absence of so it's a fail if your call matches this it means the call failed so calls recorded statement not met or not read you now use these fail queries to highlight and create individual dashboards in here what i've created is per agent all of the calls per agent with a qa fail query for calls recorded not informed was matched so similarly you can build various cards for all your different checks but from here you can sort these lists when you click it now takes you straight into the list for that specific agent where that file occurred so that's as easy as click go in anybody who needs to coach or anybody who needs to have a look at this can now open and they can see exactly and coach on the school i'm also going to show you just very nifty on the individual call screen is you can at a glance see all of the queries that has been matched so we can already see she did ask is it a convenient time to speak she did say reason for call and even from here you can click and it will take you to the spot which was matched so that was the individual and scoring a hundred percent of your calls the one thing i'm quickly that we haven't built a query for that i'm just also going to show you and i'm just going to drag over the excel sheet again many qa tools or qa checks also looks at agent being efficient did they deal sufficiently or efficiently were they no long pauses etc now with colby what colby does which is really also nice i'm going to take you back into the call screen is in here and let's just quickly clear the filter what colby does is when a recording gets loaded it firstly calculates the duration of the recording so that's from start until end but because it does speech to text it then also calculates what part of that recording was there an actual conversation so where were they words that were being transcribed now the difference between these two is your dead air it's it's what you would be looking for when you assess the call where there was mumbling or long silences or long holds anything like that now colby shows this as a percentage across that recording what it does further is it also splits out what part of the silence was at the end of your conversation so you can see and typically this is where the conversation was ended the customer or the debtor or whoever was on the phone stopped talking they ended the conversation but the agent did not hang up the call now these are all your inefficiencies which could be pointing towards a training need the agent didn't have the product knowledge needed or there was a system issue or needed support on the floor or it could be agent behavioral so instead of now manually queueing a sample of calls to check here and there if the agent is being efficient again you can use this information and build out cards that will immediately flag your outlier agents where they are high instances of calls with many silences the example i've built here is looking per agent any call longer than a minute with a silence percentage more than 40 percent and again remember from here you can toggle you can sort you can click and it will take you straight to that list of course and when you then click in immediately you can listen you can play you can see where the silences are and you can address wherever you need to address anything so this was pretty much what i did want to show you this is your auto qa scoring what i always say is because we we many times get the question around query accuracy remember the process is there to include any variations you can work on your query to get it as accurate as between 85 percent and 100 and this is looking at a hundred percent of calls so immediately you can flag with our issues you can address where you need to address anything and you can work more efficiently with your qa resources where instead of spending time to find what needs to be coached they now simply just click they've got what needs to be coached and they can immediately start affecting change this was auto scoring a hundred percent of calls one thing i also just wanted to show is we've got various generic queries which also helps with the query building process a lot of collateral available we for instance because a lot of times we will get the question around insights customer experience insights we've got details available which is ready for copy and paste that will show you for instance was the long hold time or was there a need to transfer so as we build all of this we make it available which again will help you to build your queries if you don't know where to start that was everything from me rod i did say i'm gonna make it probably less than the 40 minutes this is how easy it is so i think what we can maybe do is if there's anything you want me um to touch on or maybe go through or maybe address any questions if we've got it that was great henriette thanks so much for that what i would like you to do is to explain how we can export the data from the scorecards and from your queries could you pick up on that please perfect thank you rod most definitely will do so any firstly easiest way any of these scorecards let's just set it back again to an agent level or however you're working on it any of your scorecards or call lists you can click on the three dots and you can download what you will find and i'm not sure it's going to open right now because it is a different screen but you will find in excel that it will export this card it will open and you can then use this wherever you need to send it to or to use it there's also api integration for upload and download which technical side i always put out the disclaimer i am the trainer not the technical person um but definitely we've got details available and i know franco's also on the call to provide more details on the api but as easy as click the dots and download and you've got it in excel if you need to do something on that thanks henrietta we've had an interesting question as well please would you just show how we use tags uh within colby so we can do some workflow and channel those particular calls through to specific people perhaps qas or escalations over to you thank you i'm gonna take you back into the actual call detail screen so when you are or anybody is busy working on a call let's say you now find something and you realize oh hang on um i need somebody to have a look at this i always like to use the example where maybe this is a very good call that you want your training department to include in the training lessons now very easy you can leave a note or attach this onto a call you simply click add tag you can create new tags i'm going to say good call for training once you've we've already created the tag perfect once you've created the tag it is now available to select i attach it and you can attach as many tags or notes onto a call as you need to what you've done you've now created another way of categorizing and when you search on any of your filters you can now use that tag to go look for that list of calls that's just another way to create a workflow item or to create outside of your queries your qa passes your qa files some ad hoc ways of creating lists for people where you need to escalate or where you need to take action that's great henriette we've had a few query and questions about uh using corby just to pick up on text as a transcription and the answer to that is yes indeed corby does audio to text as a fundamental to it but uh we are under development with some very interesting um add-ons to corby which will allow us to look at text-based interactions uh in very much the same way as we look at voice so jacques that i hope answers that question but we will connect with you directly on that one and give you more information um and number one is that somebody is asking to see the um dashboards the dashboards again now you can see the questions and then also that that discussion around automated reporting as henry had said yes the apis are there to automatically extract the data out of your reports and your scorecards and etc into whatever downstream systems you might be using whether it's power bi or back into your excel etc so yes fully automated on that and henriette you see the question about it yes i do fail yeah to answer you so just for the audience as well if you're not having a look at the question uh the question is does colby support auto file or auto zero scoring at the moment it doesn't but it is logged as a development item on our roadmap um we do realize and i know we work on critical scoring so yes it will be released where it will autofill if it is a critical fail item at the moment and and what works is like i've shown you where you know it is critical fails like your compliance i like using a separate scorecard for that because you know your score needs to be 100 on there but i know if you are looking at an overall qa score that item will be released excellent thank you henrietta i'm coming back on live with you i think that wraps it up we've had some really interesting questions thank you very much a really great turnout 55 attendees today we're really thrilled with that we will be editing this video cleaning it up a bit and putting it up on youtube we'll circulate it to everybody who either registered for the webinar and was unable to attend or attendees so that will be live by later this evening also i reiterate anybody wishing to have a direct engagement with the colby team whether it is on the operational side with henriette uh corey who you see uh corey springett is handling the the sales in the business development or if it's something quite technical we'll connect you with francois du plessis our ceo and head of technology so that's where we are at the moment just to reiterate you've now seen a a tip of the iceberg of corby and the power of colby as you'll see easy to deploy easy to configure easy to use and very easy on the budget so that's why we have very proudly over 50 users in south africa today and we're taking on more and more and we'd love to do a demo to you directly so thank you very much henriette is anything you'd like to add no that's it i think for me it's just will be as long as there's an expression of something on a conversation and there's also so many other use cases i i believe so strongly that there is for anybody value to be seen and that it is user friendly so yes for me it's just nothing to lose come let us do a demo and let's see how it works on your calls wonderful thank you so much henriette and thank you everybody for logging in and we look forward to seeing you in either one-on-one demos or as users of call be going forward thank you once again