Effective customer engagement requires a strong emphasis on agent quality control. By integrating quality monitoring with recording and survey capabilities, you can identify the most appropriate interactions, evaluate agent performance and capture real-time customer feedback to provide insight on both business
issues and contact quality.
Call Design’s preferred quality monitoring solution offers effective ways to assess the quality of voice and text-based customer interactions drawing from multiple sources of quality including supervisors, QA analysts, customers and others. These features help small, medium and large enterprises enhance customer satisfaction, improve agent effectiveness and comply with increasing legal requirements and security concerns.
How Does Quality Management Work
The software begins by recording your employee’s interactions.
From there, an evaluation of the recording is conducted based on the parameters you have set for quality.
Based on the evaluation, the system can initiate coaching for skill improvement or new skills altogether – managers can also manually instigate training if needed.
New skills will then be added to the individual employee’s skill profile for future reference.
Based on this new profile, agents can be booked for new work types, which can then be monitored through the Quality Management system from the start.
The platform integrates with your existing telephony platform and is tailored by our Call Design team to work with your current management procedures based on these critical functions:
What can the Call Design team do for you?
Our team is here for two main functions: Consultation and Integration.
We have the expertise to not only walk you through every function of the Quality Management platform but to also help you use it in a way that directly addresses your core business objectives. When you choose to work with Call Design you are signing on for a long-term relationship with a group of experts that care about helping your business meet company goals. We will provide your business with a personalised consultation, tailored integration and customer service training.
Call Design will help you level up to a new world of Improved efficiency, better customer experience, and more engaged employees. To learn more, reach out to us today!