Multichannel Quality Monitoring and Performance Tracking
With our quality monitoring and management solutions, you can maintain exceptional quality across multiple channels—without facing excessive costs and adding complexity.
Our software-based solution provides your quality assurance staff and supervisors with a systematic way to evaluate agent performance, monitor and enhance productivity, and ensure adherence to corporate policies and procedures. You gain a better understanding of your customers' needs, while positioning tools and capabilities that protect your organization.
Our quality monitoring and management solutions include:
- Comprehensive and flexible call recording
- Synchronized call and screen recording/playback
- Tools to build and maintain custom quality monitoring forms
- Agent portal for coaching and training
- Advanced searching and archiving tools
- Real-time performance dashboards for supervisors
- Extensive reporting capabilities
Overview
The Challenge
The business case for quality is clear. Quality drives customer satisfaction and retention, which drives profitability. This is why customer-centric companies insist on consistent quality monitoring in their contact centers.
While companies have successfully implemented quality assurance programs for monitoring their phone calls, they are still only getting a fraction of the total quality benefits they could obtain across all channels. Many are struggling to monitor and coach their agents through interaction elements that are not voice-based: email and chat interactions, use of tools and applications, and on-screen activities.
By relying solely on voice monitoring and recording, supervisors and quality assurance staff cannot determine if agents are:
- Taking the right steps to build customer satisfaction
- Delivering accurate information
- Focused on the customer—not on chatting with their friends
- Using CRM and communications tools appropriately
- Putting the company at risk with their online activities
With limited insight, they are unable to: identify and fix problems, effectively demonstrate and communicate best practices to the rest of the team, and systematically track and improve agent performance.
And while many companies have turned to call recording and monitoring to aid in meeting these tactical and strategic objectives, most solutions fall short for these and other reasons:
- Inflexible — Costly and difficult to adapt to your rapidly changing customer, compliance, and technology needs
- Too basic — Incapable of recording on-screen activities, making it difficult to monitor agent behavior and performance problems
- Cumbersome and complex — Requiring excessive IT, network, and storage resources
We have the solution.
Our complete interaction recording and quality monitoring solution is comprehensive, efficient and flexible. You overcome the limitations of traditional recording solutions without facing major costs. Our solutions provide you the insight and tools need to run a successful and cost-effective quality assurance program. You ensure that you are maintaining the highest level of quality across channels.
Capabilities
Highlights of our quality monitoring capabilities include:
Our Record IQ solution provides flexible options and configurations for recording voice interactions and capturing on-screen activities. You can choose to record all calls, record randomly, or on-demand. Automatically record calls based on criteria you set.
Record IQ comes standard with digital screen capture, providing a more complete picture of agent activities. Record your agents' workstation screen movements to identify, track, and correct distractions, errors and improper use of tools.
Monitor and manage email and chat usage and performance. You choose how you want to record on-screen activities: all, randomly, or on-demand. Set screen recording based on blocks of time, or send automated recording triggers based on activity in third-party applications. Recording simply runs in background and is invisible to your agents.
You can customize a combination of recording features and schedules to meet your needs—without additional investment. Users create and maintain custom schedules, on-demand. They no longer wait for a server administrator to move forward.
Your supervisors can record an agent's behavior during a specific date and time for training purposes. They can schedule call monitoring related to a specific promotion/region/product line. They can even schedule the system to record calls tied to a particular product number and/or description.
Our solution gives your supervisors a powerful tool for coaching and monitoring agents, helping them improve at a faster rate.
You can easily build customized quality monitoring forms for scoring and reporting agent performance through a simple Web interface. Build as many custom forms as you need with an unlimited number of sections and questions/responses.
Choose the weighting for each section, question and response for dynamic scoring. Use our reporting engine to dive deep into your data, spotting trends at every level of your organization.
Get the recordings you need with minimal effort. Record IQ's user-friendly interface and search tools enable users to easily manage and search for what has been recorded, and to make better use of information.
Users can filter and sort the call list by date, call length, DNIS, agent, queue and many other variables. In addition, they can hunt for a single call using multiple criteria, including the date, time, device ID, queue, group, call direction, and call duration.
Specific recordings can be distributed to your managers and business partners, when appropriate, adding much greater depth and detail for resolving issues.
Managers across the enterprise can leverage specific recordings for quality assurance, compliance, risk management and training purposes.
Users can easily play back recordings through their PC speakers or a dialed number. No special equipment is required.
Our CIC solution provides supervisors with a single, real-time interface for monitoring agents, users and workgroup activities, along with interaction events and queue statistics. It provides a graphical dashboard view of a wide variety of statistical information—call abandon rates, queue statistics, etc.
Supervisors can monitor single or multiple workgroups, activate or deactivate agents in a queue, send alerts to agent desktops, and even respond to agent requests for assistance. And the system notifies supervisors when specific boundaries are exceeded.
Armed with readily available call and queue metrics, your supervisors easily help agents boost productivity. They can evaluate call statistics and call handling in any contact center, agent or skill group to identify problems and initiate corrective action. They can take action to lower caller queue lengths, decrease call handling times and implement daily agent availability guidelines.
Our solutions offer you a full range of reporting and analytics capabilities to help you measure effectiveness. Your managers can generate a wide variety of summary and detail reports (public or private), including agent and group performance, quality assurance form reports, agent score reports, and more.
Benefits
Our quality monitoring solutions bring numerous benefits, including:
- Improved operational efficiency — Reduce call handling time by pinpointing and addressing agent inefficiencies.
- Optimized agent performance — Supervisors can review and score agent activities, identify and address specific areas that impact quality of service, and provide corrective instruction back to the agent when needed.
- Minimized non-work related activity — Identify, track, and correct agent distractions (such as Web surfing, chatting and emailing friends while they are on the phone with customers).
- Reduced costs — When agent performance is optimized, the number of repeat calls and total calls will decline.
- Increased customer satisfaction and reduced churn — When agents are doing all the right things, quality of service sharply rises.
- Increased revenue — You can improve sales skills, increase up-sell activities, and increase closure rate by identifying "best practices" within recordings to augment sales training.
- Reduced training time and improved training effectiveness — Identify your top performers, and use their recorded interactions to coach and train the rest of your staff toward optimal performance levels.
- Reduced effort, headaches and penalties around addressing regulatory and legal requirements — Configure the system for call logging and liability recording by specifying which calls should be recorded.
- Reduced total cost of ownership (TCO) — through simplified maintenance, low network impact and flexible integration.
Next steps:
Download our solutions guide: Mitigate Risk and Reduce the Impact of Liabilities
Download a brief overview of our Record IQ solution
Download a brief overview of our Customer Interaction Center solution
Download the Aberdeen Group benchmark report: The Contact Center as a Profit Center: Optimizing a Self-Service Contact Center with Speech, VoIP, Data Integration and Performance Analytics
Download our Customer Interaction Center brochure for a deeper dive into CIC's capabilities and impact
