Quality Monitoring
Vocal Interaction Quality
For contact centres or telephone based teams of up to 100 staff, Vocal IQ from Business Systems provides a web-based quality management tool.
Vocal Interaction Quality
For contact centres or telephone based teams of up to 100 staff, Vocal IQ from Business Systems provides a web-based quality management tool. Fully integrated with the Vocal Range of Recorders, but also available for use with other recorders, Vocal IQ provides full call scoring and evaluation capabilities with the ability to view and score screen activity also.
With full management reporting available and web-based architecture organisations can use this tool to manage teams located in multiple sites.
Business Systems provides consultancy alongside this package to help organisations establish an effective quality programme.
Key benefits
• Easily accessible, web based quality management tool
• Fully functional to meet medium to complex quality requirements
Interaction Quality is a centrally hosted, browser-based call evaluation and quality monitoring solution. It provides extensive functionality for contact centres with established quality management procedures, whether requiring small or large applications.
Evaluators can select an agent’s call, play it back, simultaneously view screen activity and evaluate the call from the single Internet Explorer® browser window.
Fast and easy reporting tools allow managers to compare agents, groups, supervisors and evaluators. This, in turn, facilitates trend spotting, enabling managers to take appropriate action to improve call handling and customer service.
Key Features
- Integrates to Vocal call recording solutions, or can be used as a stand-alone application
- On-line form designer enables organisations to create customised evaluation forms
- Standard or user defined reports, to access detailed information and trends
- Attach and email recordings and associated quality reports
- In-built security: choose who can create, edit and use scoring forms, and which calls can be evaluated
Advantages of Browser-based Call Evaluation
• Reduced deployment costs as Interaction Quality is centrally hosted
• Easy, centralised software updates via the Interaction Quality server
• Familiar interface, requiring minimal training
