With smaller, more remote support groups spread across six contact centre sites, Polaris doesn’t consider its call centre to be traditional or typical. That’s why it relies heavily on automation and technology to deliver a superior call centre experience.

But when Polaris decided to ensure a continually improving, consistent customer experience by identifying and documenting standard agent processes, call centre leaders realised they were missing a critical element: they couldn’t measure the quality and consistency of the multi-channel interactions between agents and the 1,800 dealers in Polaris’ global dealer network. Leaders needed to quickly find a solution that would integrate information from multiple communication channels—primarily phone calls and website inquiries—into one comprehensive report.

Calabrio ONE’s integrated quality management and workforce management (WFM) applications give Polaris call centre leaders the flexible, multichannel quality monitoring they need.

Calabrio WFM delivers consistent evaluation metrics for agents across dealer, technical and customer service teams, and seamlessly incorporates critical website support features. With it, leaders now can review a complete record of an agent’s interactions through the website and the call centre.

And, with Calabrio Quality Management, leaders not only evaluate calls coming into the call centre but also score the cases associated with the website feature “Ask Polaris”—a 24/7, self-service function where dealers can ask questions about products and services, then generate an electronic case if further assistance is needed—for a more complete agent evaluation.

With Calabrio WFM and Quality Management, Polaris call centre leaders maintain greater confidence in the quality of service delivered by all of its agents and teams, and the quality of evaluations delivered by managers. By integrating multiple channels—phone and online interactions—into its quality monitoring strategy, Polaris can more comprehensively evaluate support services and more easily report the information to leadership. There’s greater consistency across teams since everyone clearly understands what’s expected of them. And, thanks to simplified case scoring and the knowledge that scores are based on a standard set of metrics, agents are more satisfied and better able to self-direct their work.

In addition, Polaris now can monitor service level changes when the Ask Polaris feature goes down to ensure greater consistency and communications across teams regardless of the application.