To ensure that the monitoring decisions are correct, calibration is vital. Our calibration module makes this easy by not only supporting the process but also highlighting the areas of the form where monitors make most mistakes.
Data collection is straightforward and information is readily available for quality staff, supervisors and agents to help the agent improve their performance.
To complement this our reporting ensures that you have all the data you need to analyse reasons for performance and to take action at a process level to enhance your customer experience. With our tool your quality experts can now easily identify errors, processes that need to change or staff who need training.
We provide you with a tool that will make a significant impact on all aspects of your quality program and provide your organisation with Business Intelligence data that drives improvement in your customer experience.
Quality monitoring is all about listening to your customers and listening to what they think is important. This is made easy by our quality monitoring tools.