The right tools for time-conscious contact centers to improve quality and performance.
Calabrio Quality Management makes it easy to capture the full customer interaction experience in your contact center. Review and assess the performance levels of individual agents and teams, with the speed and ease of software built in a Web 2.0 framework. You set business-driven parameters that automatically pinpoint and record the most relevant calls, providing optimal insight into service performance.
What makes Calabrio Quality Management unique?
Find the most relevant calls fast.
Search for calls using an extensive library of call, customer and business-related metadata. The intuitive user interface provides pinpoint precision with ease and remembers your most recent search.
Analyze your business through tailored evaluation forms.
Voice and screen playback and evaluation tools are unified and clear, yet can be arranged to fit comfortably with any evaluator’s work style.
Evaluators choose from a library of evaluation forms that fit the program.
Forms include question level weighting, evaluator hints and KPI questions, which allow critical errors to “fail” the agent in the overall evaluation.
Take action and improve.
The unique configurable widget-based dashboard makes quality assurance highly actionable. Customized reports provide insight into quality scores for individuals, teams and groups.
Review and comment for full transparency.
Managers, supervisors and agents may be allowed to comment on scored recordings, fostering a collaborative work environment.
To find out more about Quality Management contact us here.