Seven Customer Services divisions of Eskom countrywide are benefiting from Qnique: QAssessment, a comprehensive, browser-based call centre evaluation tool developed by Key Performance Technologies (KPT).
QAssessment, a module of the Qnique Performance Management product set, is designed to improve quality and business performance delivery within organisation`s contact centres.
"No other system on the market was able to provide a cost-effective quantifiable performance improvement with a `push of a button` reports tool and full flexibility of use and expandability," says Tankiso Motaung, National CC Business Applications Solution Centre (BASC) Officer at Eskom.
"QAssessment offered us many evaluation options, which were customised and deployed to mirror the assessment approach within our customer services call centre.
"All the options are now aligned to a measurement base of core competencies, or KPAs/KPIs. We have grown from focusing on tele-skills to in-depth assessments of competence quality, and customer interaction. The ability to provide a building block process for individual call centre agents to track their development is particularly useful, as well as being able to provide balanced scorecards for each agent in the contact centre,` says Motaung.
Marian Spieth, director at KPT, says QAssessment works on the premise that "we get what we measure".
"QAssessment was developed after extensive research into quality performance within call centres, which resulted in the development of a comprehensive knowledge library of measurable competencies," says Spieth.
"This module provides the tools to improve customer service, tele-sales, collections, coaching and IT help desk and written communications with performance criteria that can be linked to dialogue, process, e-mail, screen capture or quantitative performance areas."
Motaung adds that Eskom is currently working on integrating the QAssessment module into its other call centre agent systems to form a holistic service delivery solution.
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