Sales departments process hundreds of customer conversations every day, and manually monitoring the quality of each one is practically impossible.
The NovaTalks platform solves this problem through automatic dialogue quality assessment, which analyzes 100% of interactions without human involvement.
How It Works
After each conversation ends, the system automatically analyzes it according to predefined criteria.
You decide what defines high-quality service, for example:
- greeting the customer and maintaining a polite tone;
- following the sales script;
- providing complete and accurate information;
- offering related products or services;
- closing the dialogue with thanks.
The system checks each of these points automatically, and the results are displayed in an easy-to-read evaluation format.
Now you get the real level of service quality without manual verification or human bias.
Automatic Evaluation Capabilities
Service Standards Control.
The system evaluates how well sales managers comply with corporate standards and scripts.
Detection of Problematic Situations.
Automatically identifies conflict or unsatisfactory dialogues so managers can respond promptly.
Automatic Summaries.
After the evaluation, a short conversation summary is generated and can be transferred to the CRM system.
Objectivity and Transparency.
All evaluations are generated according to unified rules, eliminating subjectivity.
Result Visualization
All evaluation data is instantly transferred to the integrated NovaTalks BI system, where it is available as:
- dashboards showing real-time quality dynamics;
- analytics by teams, managers, and communication channels;
- comparative charts for different periods;
- reports for in-depth trend analysis.
This allows managers to quickly identify team strengths, pinpoint training needs, and continuously improve the overall level of customer service.
How to Set It Up
- Define evaluation criteria: specify the parameters for analyzing dialogues.
- Create a macro in NovaTalks: it will automatically send conversations for evaluation.
- Set up variables: for saving results and analytics.
- Automate evaluation triggers: for example, immediately after a dialogue ends or within specific communication channels.
Once configured, the system automatically analyzes each conversation right after it’s completed.
Business Benefits
- 100% quality control with zero time loss;
- quick identification of team performance issues;
- objective analytics for management decisions;
- continuous improvement of customer service;
- transparent motivation and employee development.
NovaTalks transforms the quality assessment process from a labor-intensive manual task into a fully automated, transparent, and efficient mechanism for managing your sales team.
Set up automatic quality evaluation today — and take your sales department to a new level of efficiency!
