Call Center Management Featured Article
How to Use a Quality Management Solution to Your Call Center's Advantage
Between the amount of phone calls a calls center receives a day and how fast paced the environment is, it sometimes becomes difficult for an organization to set aside time devoted to its quality management needs. With such a solution at hand, a supervisor can easily evaluate agent performance and skills on the job, achieve higher customer satisfaction through improved customer service, and increase staff productivity through improved call handling without taking time away from their immediate tasks.
Monet Software, a provider of call center solutions, has developed a whitepaper titled, “Monet Quality - Call Center Quality Management,” to help call centers understand the true value of a quality management solution, like the one that company offers called Monet Quality.
Below are some of its key features:
Automates agent evaluation and enables organizations to spend more time on coaching and training
This capability allows managers to select interactions from the center and review the call together with the agent, highlighting examples from the call and providing specific feedback and creating custom coaching agreements with specific performance goals.
Creates evaluation questionnaires for deeper insights into customer interactions
The solution helps managers create a custom Web-based evaluation form to streamline the workflow process and maximize insights.
Measures results over time and across multiple agents
The reports generated by Monet Quality provide managers with insights of performance trends and training needs, in addition to identifying patterns and analyzing metrics at various levels.
Powers a flexible quality monitoring solution integrated into a WFO platform
By extending the recording capabilities of Monet Record, managers are able to easily identity patterns and analyze metrics at a variety of levels for training and quality assurance purposes. It can also utilize the Monet WFO suite to combine quantitative and qualitative information for a complete assessment of contact center performance.
Enables firms to leverage a cost-effective solution in the cloud
And most importantly, with Monet Record you get all the benefits of Monet’s WFO platform including:
- Affordability: Since the offering can be attained for a low monthly fee, minimal capital investment and has no hidden costs
- Fast set up: You can get started using the solution within 30 days, and its easy to use
- IT friendly: Secure and cloud-based, minimal IT management
- Proven results: Improved service levels, increased productivity and compliance
There are a variety of workforce management solutions that can be utilized by a call center to increase productivity, all of which Monet offers in its WFM suite.
To learn more about such resources, visit Monet’s site for more tips and weekly updates about the industry.
Edited by Jamie Epstein