Improve Your Customer Experience and Drive Measurable Impact Across the Business

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.

quality managment

How Does Quality Management Work

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 skills 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.

[cq_vc_hotspot image=”74249″ position=”27%|49%,42%|69%,67%|60%,67%|36%,42%|29%” circlecolor=”#ffffff” extra_class=”ag-is-classy”][hotspotitem]Our simple, user-centric design allows managers and employees to easily navigate the platform – ensuring tracking, managing and revizing team quality goals is the main focus.
The Quality Management software includes robust monitoring and evaluation tools that give you insight into the complete customer experience. This function allows you to evaluate employee quality and performance in a much more comprehensive way.
For organizations that are already using, or plan on purchasing, the Performance Management software QM can connect to this software and gauge quality in the context of other types of performance metrics. This allows you to view performance through a quality lens and vice versa.
Once an agent has completed a specific training, that qualification can be uploaded into their profile. If it’s a completely new skill, they can now be scheduled to take on a new set of tasks when needed. The updating functions gives both employees and managers visibility on who can complete what tasks.
This best-in-class calibration system ensures agents are getting the fairest and most understandable scores, so they can improve their call handling technique and know that quality scores are fair.[/hotspotitem][/cq_vc_hotspot]

What can the Call Design team do for you?

Our team is here for two main functions: Consultation and Integration.

We have the expertise to not only walk you through every function of the Quality Management platform but to also help you use it in a way that directly addresses your core business objectives. When you choose to work with Call Design you are signing on for a long-term relationship with a group of experts that care about helping you achieve its business objectives. We can implement our software in whatever way your company needs. This means integrating whatever pre existing products or suites you have in your organization to work with your new Quality Management platform.

Backed by Call Design’s personalized expert training and consulting, you can level up to a new world of Improved efficiency, better customer experience, and more engaged employees.

Make it happen with Quality Management.


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