Quickly and easily create your own bespoke evaluation forms, balancing soft skills with process compliance. Choose from a number of unique features designed to ensure your quality assurance procedures are as efficient and effective as possible.
Use the quality assurance module to evaluate customer contacts across all contact channels – telephone, email, chat, letter, and social media. You can also evaluate back-office process compliance, to ensure all your quality results are in one place.
Use the calibration feature to select a contact for team members to ‘blind evaluate’ and then discuss differences in order to come to a common understanding. All scores can be tracked against agreed standards to ensure consistency across your team and your organisation.
Identify which agents need most help – and precisely what sort of help they require. You can also highlight which skills and behaviours need most attention throughout your organisation.
Assign tags to specific items to help you focus evaluations and coaching on key contractual elements, while demonstrating your FSA compliance with special reports designed for financial services clients.