Achieve High Satisfaction and Service Level Excellence
Excella Quality Assurance (QA) works in conjunction with the OnviSource PRO™ call recording solution to evaluate calls and track Key Performance Indicators (KPI's) for measuring success of individuals and programs.
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Significantly simplify evaluation processes
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Train to build a more profitable workforce
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Target agent strengths and weaknesses
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Authorized users can monitor calls in progress from any location to perform quality monitoring, quality assurance, training, or evaluations.
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Users can monitor a specific channel or seek channels for live voice and screen activity from the desktop .
Quality Assurance Evaluation & Performance Scoring
Create unlimited custom evaluation templates to easily review recordings for scoring employee performance and confirming compliance criteria.
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Assess employees' phone skills and knowledge
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Identify performance strengths and weaknesses
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Rules-based call selection automatically captures an unbiased, random sample of recordings
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Schedule evaluation queues daily, weekly or monthly
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Email evaluation results with or without the corresponding recording file
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Quality Assurance and monitoring can be automated using Speech Analytics
Automated QA for Unbiased Scoring
Excella automatically tallies a score based on the user's target score for pass/fail criteria. Scoring values are customizable and can vary for each template.
OnviCord PRO call recording uses rules-based call selection to capture an unbiased, random sample of calls per agent. These selections are batched in the form of a search results page for scheduled evaluation by supervisors on a daily, weekly or monthly basis.
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