Add agent evaluation to any make voice recorder
Qcoach Evaluate is a unique agent evaluation and coaching system that can be used with any make voice recorder to provide contact centers with value for money and easy to use quality monitoring.
Contact centers strive to build a highly competent agent workforce that can build customer loyalty, deliver an excellent customer experience that reinforces the brand values, minimize repeat calls, maximize ‘sales through service’ and optimize call length.
With employees representing about 60% of the total contact centre costs, the need to manage agent performance effectively cannot be ignored.
Performance management has to be seen as a key business process that requires objective and consistent measurement, inspirational feedback and skills coaching.
It is essential that quality monitoring and coaching represents value for money and is easy to implement, and manage everyday..
Qcoach Evaluate has been developed to enable the contact centre achieve the above objectives
Many contact centers record calls for regulatory or compliance reasons. By integrating the recorder with a quality evaluation system, a full quality monitoring system is created.
In mid-size contact centers both cost and ease of use are very important. If the quality monitoring program is to deliver the long term benefits, the system must be a supportive enabling tool and not a barrier. Many systems are too complicated and therefore do not get used fully.
Three key challenges in contact centers are:
- Calls need to be evaluated objectively and consistently so that that performance measurement is credible in the eyes of all the stakeholders i.e. agents, team leaders and managers, and comparisons are meaningful between agents and teams.
- Team leaders need to give motivational feedback that will encourage agents to strive for further improvement.
- Team leaders and managers being able to analyze performance in a practical way so that training needs can be identified at agent, team and contact centre level, and goals can be set.