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The case for quality isn’t new: quality drives customer satisfaction and customer satisfaction drives customer loyalty. That’s where the inContact Quality Management module comes in. Quality Management allows you to maintain the highest levels of quality without sacrificing time or resources.
A proven quality management platform provides your quality assurance and management staff with a clear way to evaluate employee performance, ensure adherence to corporate procedures, and maximize staff productivity. As part of the unified inContact Workforce Optimization suite, the Quality Management module allows you to perform quality assurance (QA) while playing back call and desktop recordings simultaneously.
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All credible quality management programs should consider calibrations as a key driver. Our calibration option allows for your business to ensure fairness and consistency by creating specific evaluation forms for calibrations that mirror your quality evaluation forms. These forms will not count against your agents and it will allow you to report and track trends in your calibration sessions. Calibrations ensure fairness within your internal staff, an essential strategy in providing a consistent customer experience.
Easily create multiple Web-based evaluation forms in minutes customized to your key business drivers, without relying on IT staff. Add questions, sections or responses to your forms with a simple click of the mouse. There is no limit to the amount of forms you are able to build; each with an unlimited number of sections, questions, and responses. Customized scoring allows you to choose the weighting for each section, question and response. Form scoring supports auto-fail for critical elements (section or entire form), factoring out non-applicable questions when scoring.
A diverse range of reporting options are available through integration with Microsoft SQL Server Reporting Services (SSRS), allowing you to quickly and easily monitor center performance and optimize service and performance levels. Powerful, ready-to-use reports can be used to spot trends as they emerge at the individual or group levels. Find your top performers and use their recordings for coaching and training or identify those individuals in need of coaching with a certainty about what they need to learn.
Quality evaluation forms can be automatically sent to agents upon completion, allowing you to provide instant feedback on their performance and request their digital signature following review. Our agent portal allows your agents to access their recordings and easily conduct self-evaluations, giving them a broader understanding of the quality program, and strengthening your coaching and development efforts through their inclusion in the process.
During playback of a recorded agent interaction, the audio and screens accessed during the agent’s call are synchronized as if you were watching the interaction live. This allows for a more accurate assessment of what happened during the call and expedites the time to perform evaluations which is a true benefit for today’s busy contact centers.