Audit and CoC Adherence

Ensure Compliance and Quality at Scale with AI-Powered Auditing

Transform manual auditing processes into intelligent, automated workflows. Resolve's Audit Functionality empowers you to monitor, analyze, and optimize your debt collection practices while adhering to regulatory standards.

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Revolutionize Your Compliance Monitoring

Achieve 100% Call Compliance with AI-Powered Audits

Gain a comprehensive view of your debt portfolio, pinpoint high-potential accounts, and optimize your recovery strategies—all through one intuitive interface.

Support audits for calls made across languages

Detect & analyze customer and agent emotions

Ensure agents adhere to script and guidelines

Quickly detect and flag potential compliance issues

Set custom audit parameters and scoring

Decode Customer Emotions for Impactful Interactions

Our advanced sentiment analysis empowers your team to understand and respond to customer emotions in real-time.

Real-time Emotion Detection

Instantly identify customer sentiments during calls, enabling agents to adapt their approach

Sentiment Trend Analysis

Track emotional patterns across interactions to identify systemic issues or opportunities

Contextual Emotion Mapping

Analyze sentiments in relation to specific topics or stages of the conversation

Multi-dimensional Scoring

Evaluate calls based on both customer sentiment and agent tonality

Performance-based Insights

Identify top-performing agents based on their emotional intelligence and communication skills

Targeted Improvement Opportunities

Pinpoint specific areas for enhancing customer interactions and agent training

Customizable Alert System for Stakeholders

Automatically flag calls with potential negative emotional escalations for review

Enhance Quality Control with Human Oversight

Customizable Audit Checklists

Create tailored evaluation criteria aligned with your specific quality and compliance standards

Smart Sampling

Intelligently select calls for manual review based on risk factors, performance metrics, or random sampling

Multi-level Grading System

Implement detailed scoring mechanisms to capture the subtleties of agent performance

Audit Trail and Documentation

Maintain comprehensive records of all manual audits for regulatory compliance and internal review

Ensure Consistent, Compliant Communication Every Time

Our script adherence monitoring system guarantees that every customer interaction aligns with your approved messaging and regulatory requirements.

Set key phrases or disclosures that must be included in every interaction

Instantly flag instances where agents deviate from approved scripts

Evaluate agents based on their ability to follow scripts while maintaining natural conversation flow

Identify which scripts or script elements lead to better outcomes

Provide agents with real-time prompts for appropriate responses or required disclosures

Tailor Your Auditing Approach with Custom Questionnaires

Rezolv helps you design audit checklists that catch every important detail, from compliance checks to performance reviews.

Flexible Question Types

Design questionnaires with multiple-choice, yes/no, scale ratings, and open-ended questions for comprehensive evaluations

Weighted Scoring System

Assign different importance levels to various audit aspects, reflecting your priorities in the final scores

Dynamic Questionnaire Logic

Create branching paths in your questionnaires based on previous answers for more nuanced assessments

Compliance-Focused Sections

Incorporate specific sections dedicated to regulatory requirements, ensuring thorough compliance checks

Template Library

Save and reuse questionnaire templates for consistent auditing across different campaigns or departments

Real-time Editing Capabilities

Modify questionnaires on the fly to adapt to changing regulatory landscapes or operational needs

Elevate Compliance and Performance in Collections

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