Build a Better Agent with Call Center Quality Assurance

Having seats filled is one thing, having them filled with good, effective agents is something else entirely.  Great agents build loyal customers that increase your profitability, whereas bad agents not only frustrate your customers, but have a lasting impact on your reputation and potential success.  So the question is, how can you ensure your agents are building your business instead of tearing it down? The answer is inContact's call center quality assurance software.

inContact’s call center quality assurance software gives you the insights and understanding you need to formulize your agents customer service delivery.  It works by scoring your agents performance against objectives that you define and monitor.   For example: “Did the agent follow the script?” or “Did the agent use a proper greeting?”. The Quality Management scorecard then provides you with specific details about each agent’s performance that can be used to help individual agents and provide data that can be used in your training and coaching programs.

This highly advanced call center quality assurance software also provides data that can be used to identify patterns in customer complaints and refine operations.  This data can also be used for service recovery when damage has been done and give you insights into your call center that can help you acquire and retain customers.