The highly successful Qnique offering from Spescom DataVoice is now available in a new version, Qnique 1.1.
This is part of the constant improvement process which involves incorporating customer feedback to ensure that new features answer present and future business needs for contact centre management.
"Qnique is the tool that is used for both agent and coach performance management and assessment at contact centres, incorporating the content captured on recording solutions," says Marian Spieth, product manager for Qnique at Spescom DataVoice. "This provides a more holistic view of every agent's performance.
"Qnique allows for skills assessment by analysing how agents handle calls. It also captures key performance statistics, such as number of calls handled and duration of calls, providing both qualitative and quantitative performance analysis.
"This performance management solution is platform independent - it can run on any recording and/or telephony system. It allows analysis of all the key performance indicators used in call centre management. The customisable dashboard and balanced scorecard, gives managers and supervisors immediate, up to date views on the performance of the call centre or their teams. There are five modules in Qnique 1.1, which address client requirements from recruiting and training to customer research and performance management - this also includes any size or type of call centre operation."
The Qnique product originated with expert input from people who had lengthy experience in running call centres, essentially designed from the outset to fulfil customers' needs for accurate and effective quality management and development of agents' activities.
"Objective performance management of agents and coaches within call centres is a critical component for overall success," says Spieth. "Most customer interaction today is still telephonic and therefore, the day to day management of the quality of these interactions, in terms of efficiency and effectiveness, is established by listening to and assessing the actual recorded calls.
"The opportunities for improving performance ranges across the board of customer service, including: first call resolution (FCR), up-selling, cross-selling, collections and customer retention. Thousands of these opportunities, amounting to millions of Rand, exist every day. The key to exploiting these lies in the ease of access to objective evidence, measurements and analysis of individual performance development which, without Qnique, is a time consuming, inaccurate, biased and often demotivational experience for the parties involved.
"The real competitive-edge in today's call centres is in the performance of its people. The more competent they are and the faster they get there, the higher the customer satisfaction levels. This has a significant effect on achieving the business objectives of the overall operation," concludes Spieth.
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Spescom, a Proudly South African company, is a multinational technology innovator with direct operations in the US, UK and South Africa.
The group is publicly listed on the JSE Limited (Spescom Ltd).
Spescom is an information and communications technology company focused on the various aspects of enterprise content management.
The group provides products and solutions to connect to the network economy, as well as enterprise software to manage information and knowledge.
Specifically, Spescom supplies solutions in the areas of access network, enterprise information management, multimedia transaction recording, broadcast and customer contact centres.
Spescom DataFusion, the group's contact centre operation, is a certified Avaya Platinum business partner. This is a distinction reserved for select enterprises with proven world-class technical expertise and customer service.
Spescom markets its products worldwide through appointed partners and distributors under the eB brand for its enterprise software, and the DataVoice brand for its multimedia transaction recording solutions. DataVoice is marketed internationally by London-based Spescom Limited UK. eB is sold by US-based Spescom Software Inc.
Spescom's global customer base consists of multinational organisations including leading enterprises in the utilities, telecommunications, transportation, financial, banking and insurance sectors.
Worldwide, customers include: Eskom, Blake & Associates, Nedcore, Auto & General, IBM, First National Bank, Wesbank, Cell C, Old Mutual, Direct Axis, ICG, Siemens, National Bank of Dubai, Telecom Austria, Lloyds TSB, National Bank of Kuwait, Dubai Police, WHSmith, Network Rail (Railtrack); City of Lancaster,Aker Kvaenrner, Bechtel, Pan American Energy, Lloyds Register, Caterpillar, Colorado Springs Utilities, Entergy, Ameren UE, Constellation Energy Group, Seabrook, Telkom SA, Vodacom, MTN, Grintek and Econet.
For more information on Spescom, please visit www.spescomsoftware.com and www.spescom.com.
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