Gartner Research

Using Speech Analytics to Scale QA

Published: 19 March 2019

ID: G00707750

Analyst(s): Customer Service and Support Research Team


Customer service and support leaders responsible for quality assurance (QA) and operations can use this research to explore how speech analytics can be used to scale QA operations.

Table Of Contents

Benefits of Using Speech Analytics for QA

True Trends-Based Analysis

Easier Surfacing of Problem Calls Due to Classification

Dynamic Classification

Objective Presentation of Rep Performance

2 Main Implementation Strategies

Augmenting Staff

Automating QA


3 Considerations When Implementing Speech Analytics for QA

1. Research Technology Available to You Before Purchasing

2. Trust but Verify Speech Analytics Data

3. Ensure Integration With Other Systems


Recommended by the Authors

About This Research

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