Integrate agent evaluation to your recorder and provide a total solution to your
contact center market
Voice recorder or communications manufacturers (OEMs) can now add a unique agent evaluation and coaching system that is tightly integrated with the voice/data recorder to provide contact centers with a value for money and easy to use quality monitoring solution.
QUALTRAK will undertake the integration. We will agree with the OEM partner the functionality and will supply the Aspire Performance Suite 'white-labeled'. Aspire is available in any language required. We will also supply a web application to empower the OEM and its partners to manage the licensing. With the Aspire Performance Suite the partner will have a total solution that is equal to the major products but significantly cheaper and easier to use.
QUALTRAK will provide full training, including support with on-site presentations. Online consulting modules, delivered in the OEM’s own brand, are available to support the client in getting maximum value from the solution.
QUALTRAK's Aspire Agent Evaluation and InstantCoach can be used with any make voice recorder to create a Quality Monitoring solution that is of equal standard to the major solutions such as Nice and Verint but much more cost effective.
Aspire Agent Evaluation and InstantCoach consists of the following components:
- Design the organization – create the organizational family tree to report analysis at different levels.
- Design the evaluation template – list the assessment criteria and weighted values for each element.
- Evaluate the call– using the assessment template.
- Add audio bookmarks - illustrate the strengths and weaknesses with segments of from the call
- Analyze– built in reports to analyze multi-level strengths and weaknesses, trends etc.
- Coach– review the evaluations online with the learner and agree improvement goals.
Aspire Agent Evaluation and InstantCoach is software only, is very easy to use, a minimum of 10 licenses can be purchased or added as the contact center grows. The product can be used across multiple sites and includes its own SQL database. Online consulting and training services are available from QUALTRAK and charged hourly. Modules include designing the evaluation template, evaluation skills training and training in giving positive feedback.
Please contact us to arrange for an online demonstration. To download the datasheet please press here.