Quality Monitoring Contact Center

Step 1: Analyze contact quality

I am a Supervisor and I would like to know the evaluation of a contact managed by one of my agents.

I am an Agent and I would like to know the evaluation of the contact I have just made.

Step 2: Dashboarding

I am a Supervisor and I would like to know how my agent’s performance compares with others.

I am an agent, and I want to know where I stand in relation to my team.

Dashboarding

Channels
Voice, Emails, Chats, Social networks

 

Control grids
Proprietary grid, Compliance, Customer Service of the Year (ESCA), MEDDPICC (B2B)

 

Volumes checked
100% of contacts

 

Quality checks
Navigation on the essential parts of the contact + Search, Contact summary, Areas for improvement

  • We offer customized grids according to each customer’s needs
  • Call details, quick access for partial or total listening
  • Screen monitoring with video recordings is possible
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