Afrox, a manufacturer of gas and welding products, has installed QAssessment, a comprehensive browser-based evaluation tool, which forms part of the Qnique Performance Management product set, to manage its contact centre experience with its customers.
Developed by Key Performance Technologies (KPT) (Pty) Ltd, a provider of Quality Performance Management solutions, the Qnique range of products is used widely by global blue chip organisations to improve quality and business performance delivery within their contact centres.
Alexandra Anderson, sales manager at KPT, says QAssessment offers Afrox many evaluation options, which can be customised and deployed to mirror the assessment approach within their contact centre.
"All the options are aligned to a measurement base of core competencies, or KPA"s/KPI`s. Afrox has grown from focusing on tele-skills to in-depth assessment`s of competence, quality and customer interaction across all aspects of their business," says Anderson.
"A key objective for Afrox was to identify skills gaps and initiate improvement or refresher training through quantitative and business achievement measurement criteria that can be evaluated and translated into a performance scorecard," says Anderson.
Dennis Laver, business support and development manager at Afrox, says the company aims to achieve world-class standards when serving its customers in an increasingly competitive local market.
"Afrox is a customer-centric company and customer care training has always been part of our strategy. KPT`s QAssessment plays an integral role in delivering that strategy effectively in our contact centres," says Laver, adding that Afrox had dealings with Marian Spieth, Director at KPT, before these software packages became available. "We have walked the path with KPT for many years, and it is paying off."
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