Improve employee performance with quality management
Quality Management (QM) helps organisations move beyond random sampling to gain a deeper understanding of its agent/customer interactions by monitoring, evaluating, and studying customer interactions. Quality Management not only helps organisations identify agents who under perform, but it also helps them identify the root cause of an agent’s behavior.
Find the best, train the rest
By understanding agent performance and productivity at a granular level, Quality Management offers insight into customer interactions and ways in which agents can improve them. That is, Quality Management offers insight that can increase employee productivity, resolve future customer disputes and subsequently enhance customer service. It enables you to ensure consistent and professional service.
The QM module is a tool that helps organisations improve agent productivity as well as customer satisfaction. The key features such as Forms Manager and Evaluations Manager can be utilised for evaluating agent productivity, as well as targeted agent training. These features allow easy detection and training of agents who do not adhere to compliance or specified procedures.