Quality Monitoring, Quality Assurance and Compliance for Recorded Voice & Data
Assess customer satisfaction, productivity of your employees, business processes and assure compliance.
Regular Call Monitoring, Support, Feedback and Training All Help to Achieve High Satisfaction and Service Levels
Quality Monitoring and Quality Assurance aids in maintaining best practices to ensure that call center agents get interaction details right such as using a custom greeting, adherence to mandatory statements and workflows throughout each call.
Excella Quality Assurance works in conjunction with the OnviSource PRO™ call recording solution. Organizations and contact centers can track Key Performance Indicators (KPI's) as a means for measuring success of individuals and programs.
Target agent strengths and weaknesses
Significantly simplify evaluation processes
Train to build a more profitable workforce
Enable supervisors and other authorized users to monitor calls in progress from virtually any location to perform quality monitoring, quality assurance, training, or evaluation
Monitor a specific channel or seek channels for live voice and screen activity from the desktop with no additional equipment required.
Quality Assurance Evaluation & Performance Scoring
Create unlimited custom evaluation templates to easily review recordings for scoring agent performance and confirming compliance criteria. Training based on the assessment of actual calls and real-world situations results in greater productivity and an increase in customer satisfaction.
Assess employees' phone skills and knowledge
Identify performance strengths and weaknesses
Rules-based call selection captures an unbiased, random sample of calls and can be automated
Schedule evaluation queues daily, weekly or monthly
Email evaluation results with or without the corresponding recording
Quality Assurance and Monitoring can be 100% automated with Speech Analytics
A split screen appears on a search results page allowing supervisors to listen to recordings and view video (where applicable) while simultaneously working through scoring templates.
Automated Quality Assurance 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 created.
To further automate the evaluation process, 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.