Evaluate the right conversations… 4 times faster!

• Configure and schedule Automated Workflows 

Create automated work-queues to send high-priority conversations to your QA team automatically for deep-dives; based on tags, survey scores and Auto-QA topics. Decide how often to replenish work queues and let the platform do the rest.

• Offer agents the chance to appeal

Show your agents they have a voice and empower them to participate actively in your QA programme using an intuitive, transparent appeals system that tracks changes to scores and trends.

• Create auto-alerts for when things go wrong

Be the first to know when someone in your team needs some support, with alerts configured to notify you when an agent’s performance dips.

• Custom multi-channel scorecards

Build and manage your own scorecards across all channels and ensure your agents are meeting the expected standard. It’s quick and easy to replicate your existing scorecards and weightings or choose from our library of pre-built templates to get you started. Set up scorecards for every channel, use optional open-ended questions and use data-capture questions to capture more insight and dig deeper into the root cause.

• In-Built Call Player and Ticket Viewer

Evaluations are a lot quicker with our In-Built Call Player and Ticket Viewer.  Avoid navigating through multiple tabs and systems. Listen, play, pause and rewind right from the Evaluation screen as you’re scoring, or view the ticket and scorecard side by side.

• Compliance Auto-Fails

Add Auto-Fails in scorecards against high-risk line items. Auto-Fails can be used against compliance questions meaning if the agent doesn’t pass this line item the Evaluation is marked as a fail regardless of scores in other areas; helping you to pinpoint and drill down non-compliant behaviour which can put your business at risk.

• Share actionable feedback with agents 

Support and engage remote team members with real-time feedback that helps them to improve on their next interaction, and use mentions to help keep their line manager informed.

• Keep managers informed 

Notify line managers with real-time notifications, alerts and team dashboards to ensure your feedback is put into practice.

• Uncover hidden problems and policy issues

Analyze your entire feedback log using sentiment analysis, keyword search and trends to uncover systemic issues hampering agent performance, process compliance and customer satisfaction.

• Ensure consistency and fairness

Ensure QA scores are consistent and everyone feels that they are being treated fairly with Check-the-Checker workflows. Invite colleagues to “blind-score” the same conversation then compare scores, report, and track variation from the common consensus.

Motivate and engage front-line teams

Our Insights report gives agents a view of their performance with gamified leaderboards, driving friendly competition and keeping even remote agents aware of their overall QA scores and progression over time.

Gain a better view of performance, and easily share it across your business

View the quality performance for all operational areas from the top level right down to individual agents with the KPI Performance Report.

• Track trends in Quality Scores over time
• View QA & CSAT scores side-by-side
• Send PDF reports automatically, and export data via CSV.
• Report performance across multi-contact customer journeys with the CX performance report.

Improve Productivity and Consistency of Evaluators

Collate actionable insight into how evaluators are performing against their peers with the Evaluator Performance Report and use the Calibration Performance Report to track consistency across the organization.

• Track average time per evaluation and many more productivity metrics
• Montior successful appeals, variance and the frequency of scores being edited.