Quality Management
QUALITY MANAGEMENT
Need to grow your campaign but there are too
USE QUALITY MONITORING & MANAGEMENT SOFTWARE TO ALIGN CUSTOMER EXPECTATIONS AND AGENT PERFORMANCE
Our team will manage your data collection, track live transfers and focus on delivering quality leads. This is done with our data collection and management software. You never have to worry about tracking all that data. We do it for you.
Industry-leading Quality Management
Need to grow your campaign but there are too
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Improve the customer experience
Understand your customers’ experiences and where they can be improved with an easy-to use evaluation and review process.
- Custom evaluation forms
- Ensure consistent call scoring
- Play back calls and screen recordings
- Find the best interactions
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Improve the agent experience
Happy agents create happy customers, and engaged agents reduce attrition.
- Let agents critique themselves
- Easy access to feedback
- A library of best practices
- Find the best interactions
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Ensure processes work
Improve both operational results and the customer experience by identifying where faulty processes are getting in the way.
- Identify customer pain points
- Speech analytics customer surveys
- Reduce process failures
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Manage everything in one place
Reduce administration and maintenance efforts and improve reliability with an all-in-one solution.
- Eliminate synschronization issues
- Play back calls and desktop recordings
- Minimize setup and configuration
What is Call Center Quality Monitoring?
Need to grow your campaign but there are too
Quality Monitoring Software enables organizations to review and capture customer interactions and coach their team upon areas to improve. Modern Quality Management solutions focus on the agent experience and engagement to ensure they are a focal point of the quality management process. Key features should include.
customizable evaluation forms, an agent self-evaluation process, evaluation processes for all channels, and the ability to review a screen recording of the agents’ desktop during their customer interaction. A complete solution will be integrated with all components of the Workforce Optimization suite such as Workforce Management
Yodel Voice Demo from Yodel Voice on Vimeo.