Abstract: Quality assurance systems are adapted to facilitate quality assurance of agents working in contact centers. According to at least one example, a quality assurance system may detect a script path employed by an agent through a pitch for at least one call, where the script path is represented by a sequence of agent keypresses associated with respective prerecorded audio scripts, navigations, and dispositions for the pitch. A determination may be made whether the detected script path employed by the agent through the pitch for the at least one call deviates from one or more standard profiles. At least one of the agent who conducted the at least one call or the at least one call may be flagged for further review when it is determined that the at least one call deviates from the one or more standard profiles. Other aspects, embodiments, and features are also included.

Abstract: Quality assurance systems are adapted to facilitate quality assurance of agents working in contact centers. According to at least one example, a quality assurance system may detect a script path employed by an agent through a pitch for at least one call, where the script path is represented by a sequence of agent keypresses associated with respective prerecorded audio scripts, navigations, and dispositions for the pitch. A determination may be made whether the detected script path employed by the agent through the pitch for the at least one call deviates from one or more standard profiles. At least one of the agent who conducted the at least one call or the at least one call may be flagged for further review when it is determined that the at least one call deviates from the one or more standard profiles. Other aspects, embodiments, and features are also included.

Abstract: Contact management servers are adapted to facilitate training and quality assurance of agents working in contact centers. According to at least one example, a contact management server may transmit a first prerecorded prospect audio segment. A first transmission may be received, where the first transmission indicates a keypress by a call center agent in response to the transmitted first prerecorded prospect audio segment. The contact management server can grade the keypress indicated by the first transmission. Other aspects, embodiments, and features are also included.