Conducting an IT Audit of Call Center Operations Using SpeekoAI: From Identifying Problems to Practical Solutions
Today, call centers play an important role in effectively communicating with citizens and customers. However, the number of inquiries alone does not provide a complete picture of service efficiency and quality.
What problems are recurring most frequently?
How effectively are operators communicating with callers?
Which services or information systems are generating an increasing number of inquiries?
How many of the identified problems are resolved in a timely manner?
How efficiently are existing resources being utilized in the call center?
Is it possible to optimize the number of operators by automating existing processes?
To answer these questions, the Information Technology Center offers the opportunity to conduct an IT audit of call center operations using modern artificial intelligence technologies.
What is analyzed during the IT audit?
🔹 Inquiries and audio recordings — the service delivery process is examined based on real interactions.
🔹 Operator performance — operators’ handling of inquiries, communication quality, and compliance with established standards are evaluated.
🔹 Inquiry topics — the most frequently raised issues and their main areas are identified.
🔹 Systemic problems — recurring inquiries are analyzed to identify problem areas in services, information systems, or business processes.
🔹 Problem resolution — the outcomes of inquiries, response times, and the level of problem resolution are analyzed.
🔹 Service quality — quality indicators are developed based on interactions, and changes in these indicators are monitored over time.
🔹 AI-powered analysis — large volumes of inquiries and audio recordings are processed within a short period, generating clear analytical insights for management.
🔹 Resource utilization efficiency — inquiry volumes, operator workloads, and service processes are analyzed to identify opportunities for optimal use of human resources.
Optimizing the Number of Operators Through IT Audit
One of the key areas of AI-based call center analysis is optimizing human resource requirements.
By analyzing inquiry volumes, their level of complexity, operator workloads, recurring inquiries, and opportunities for automation, recommendations can be developed to optimize or automate certain processes.
This can make it possible to optimize the number of operators required while maintaining service quality, use human resources more efficiently, and reduce the call center’s operational costs.
For example, analysis of existing processes and inquiry volumes may identify opportunities to handle the workload currently managed by 50 operators more efficiently with fewer operators through automation and process restructuring.
Important: Reducing the number of operators is not a predetermined objective of the IT audit. Any final recommendation regarding workforce optimization is based on actual inquiry volumes, workload, service quality, and available automation opportunities.
What Does the IT Audit Deliver?
The primary purpose of an IT audit is not simply to collect statistical data.
PROBLEM → CAUSE → ANALYSIS → SOLUTION
Based on this principle, problematic areas in the organization’s actual operations are identified, and practical and technological recommendations are developed to address them.
As a result, management gains a clearer understanding of:
📊 which problems should be prioritized;
📈 which areas require improvements in service quality;
🔎 which processes are experiencing recurring problems;
👥 how effectively existing human resources are being utilized;
⚙️ which processes can be automated;
💰 opportunities to optimize resources and operational costs;
💡 what measures can be taken to address the identified problems.
Conduct an IT Audit in Your Organization
If your organization has a call center, an inquiry-handling service, or any service that directly communicates with citizens and customers, you can take advantage of an AI-based IT audit and analysis of its operations.
An IT audit can help identify not only existing problems, but also opportunities to optimize processes, improve service quality, use human resources more efficiently, and reduce unnecessary operational costs.
Identifying problems before inquiries increase, analyzing their causes, and addressing them systematically is an important part of modern management.
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