Quality Control
Reviewing customer experience and improving employee performance
is key to growth and customer retention.
The ability to score customer interactions assists in coaching
and setting key performance indicators for employees. Agent scoring
gives you the tools to create your own customized score sheets with
which you can assess on a variety of topics from greetings, tone
and the correct use of information to compliance with internal or
regulatory scripts. Monitoring these results over time will ensure
that you are achieving the level of customer service your business
requires and that key members of staff can be recognized and
rewarded.
Our workflow feature automates the search and filtering of
recordings and can randomize the sample to ensure an even spread of
calls are monitored. With the addition of 'Phrase Packs'
using the optional Advanced Speech Analytics, what is said during
the call can be used to search for specific calls to review, which
gives a vast improvement over random sampling.