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Quality management is a central part of professional service centers. The aim is to ensure the quality of customer communication permanently, make processing standards measurable, and identify optimization potentials early on. Standardized quality assessments create a common basis for feedback, coaching, and continuous improvement in customer service. They help to make strengths visible, identify development potentials early on, and ensure consistent service quality. Enneo offers AI-supported quality ratings for automated analysis of large volumes of customer interactions based on defined quality criteria.

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Video Introduction - Quality in Enneo

1. Quality ratings in Enneo

An overview of quality management, evaluation processes, and both manual and AI-assisted quality ratings.
Structure of quality ratings and the interplay of assessment criteria, assessment instructions, and AI analyses.
Customer and employee surveys.

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Quality Assurance in the Service Center

In customer service, the quality of handling significantly determines customer satisfaction, process stability, and the perception of the service. At the same time, a complete manual check of all operations is hardly possible in practice, as quality assessments are very time-consuming and organizationally demanding. Many service centers, therefore, work with samples and standardized evaluation sheets. However, this often only leaves a small part of the actual customer interactions open for review. Enneo additionally offers AI-supported quality assessments, with which large amounts of processing can be automated and evaluated based on defined quality criteria. This allows quality checks to be significantly scaled without proportionally increasing the manual effort.

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Manual and AI-assisted Evaluations

In Enneo, quality evaluations can be carried out both by employees in quality management and automatically by AI. Within the quality evaluation, it can be determined for individual criteria whether they should be checked manually or automatically by AI. The control is done via the so-called scorecard, in which the respective assessment instructions are deposited.

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AI-assisted Analyses

AI-assisted analyses are particularly suitable for standardizable criteria and large amounts of processing. These include, for example:
  • Comprehensibility and tonality of responses
  • Whether the specific concern of the customer has been addressed
  • Completeness and traceability of feedback
  • Compliance with defined communication standards

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Manual Quality Assessments

Criteria that require professional experience, decision-making latitude, or organizational context are still evaluated manually by quality management. These include, for example:
  • Decisions made out of goodwill and individual special cases
  • Deliberate deviations from defined processes
  • The appropriateness of a solution in a specific customer context
  • Technical or regulatory special cases
This approach allows standard quality assurance and human judgement to be specifically combined and scaled much more broadly than in purely manual processes.