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Call quality monitoring and management solutions -
Evaluate and Consultancy Package |
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Key benefits
Establishes effective quality programme built around company
objectives
Utilises full functionality of quality measurement and reporting
software to ensure programme success
Entry-level call evaluation and coaching software packaged with
a few days consultancy from a quality expert to help establish
a best-suited quality programme. This package is ideal for small
or medium sized organisations, which already use call recording,
but need to develop formal performance measurement, training,
or coaching in order to improve service levels or increase sales.
Evaluate quality monitoring software automates manual call scoring,
training or coaching processes. Supervisors can use in-built call
evaluation forms, or can customise paper-based forms. Evaluate enables
mangers to document and store coaching sessions on-line where objectives
and comments can be added on a monthly basis. All results captured
feed into easily accessible management reports, providing information
on individual calls, averages, and team comparisons.
More
information about Evaluate ...
The few days consultancy, from an expert in quality programme development,
consists of a full analysis of business objectives, current processes
and people skills followed by production of a ‘Profit/Performance
Improvement Plan’ (PIP). This will help set best practice
quality procedures and measurable objectives enabling the organisation
to identify levels of success periodically. The PIP will ensure
that the Evaluate Software is set up appropriately to capture the
correct information and provide useful management reports.
More information
about Quality Consultancy ...
Common Benefits of Package
Continued customer satisfaction
Increase first-time resolution
Provide opportunities to cross and up sell
Platform to train & develop staff
Manages rewards
Maintains motivation
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