Lithuanian Phone Call Conversation Quality Assessment Solution

About this project

<p style="text-align: justify"><span style="font-size: medium"><span style="font-family: Calibri, sans-serif"><span style="color: #000000"><span style="font-family: &quot;Times New Roman&quot;, serif">Currently, in Lithuania there are 400 entities (employing 4000 workers), which provide call centre services. Target sector: banks, financial institutions, insurance agencies, telecommunication companies, entities providing telemarketing services, utilities consumption providers, governmental institutions, etc.&nbsp;&nbsp;Currently 1% of all conversations are evaluated every 2-4 months. As a relatively small portion of employees’ conversation is being evaluated, assessment of employees’ performance is inaccurate. Moreover, conversations need to be physically listened to prior to giving evaluation, which is not productive time-wise.&nbsp;</span></span></span></span><span style="font-size: 12pt"><span style="color: #000000"><span style="font-family: &quot;Times New Roman&quot;, serif">The aim of the project is research and experimental development of the final&nbsp;prototype of the Lithuanian language telephone conversation content quality assessment solution.&nbsp;</span></span></span><span style="font-size: medium"><span style="font-family: Calibri, sans-serif"><span style="color: #000000"><span style="font-family: &quot;Times New Roman&quot;, serif">The result of the project will be used in call centers, and this will allow them to:&nbsp;automate and perform quality assessment of all 100% telephone conversations, ensuring compliance with standards;&nbsp;</span></span></span></span><span style="font-size: medium"><span style="font-family: Calibri, sans-serif"><span style="color: #000000"><span style="font-family: &quot;Times New Roman&quot;, serif">provide almost real-time feedback and insights to improvement to agents conversation quality;&nbsp;30% increase in customer loyalty.</span></span></span></span></p> <p style="text-align: justify"><span style="font-size: 16px"><span style="font-family: Times New Roman, Times, serif">The partner from Norway will carry out research and experimental development falling within his competence and contribute to development of a prototype, including modification of the mock-up/prototype for the assessment of the quality of Norwegian conversations</span>.</span></p>

Bilateral cooperation results

Partnership, cooperation and knowledge sharing in the project contributed to the development of a new ICT product.

Project partners

• International Development Norway AS Donor project partner· Norway