Quality management is one of the most important focuses for any business. Contact centers of all shapes and sizes know that contact recording and quality assurance are vital to your enterprise. Call Design offers Quality Management, a full range of functionality to fit your needs: voice and screen capture, PCI compliance, configurable evaluation forms, and optional speech and desktop analytics.
The software begins by recording your employee's interactions.
From there, an evaluation of the recording is conducted based on the parameters you have set for quality.
Based on the evaluation, the system can initiate coaching for skill improvement or new skill altogether — managers can also manually instigate training if needed.
New skills will then be added to the individual employee's skill profile for future reference.
Based on this new profile, agents can be booked for new work types, which can then be monitored through the Quality Management system from the start.