Quality Management System for quality control of your contact centre's service

Johannesburg, 21 Oct 2020
Read time 3min 50sec

Perhaps your operation has had some problems that have led to affect productivity. Inexperienced staff, agents with little knowledge about your products, long waiting times in the interaction with the customer, unsolved problems, lack of protocols, etc. These setbacks can become the “Achilles' heel” of your business. This is why it is essential to have a quality management system tool in the contact centre.

In this scenario, customer satisfaction plays a vital role. In a world where competition and diversity predominate, customer experience is definitely the turning point that allows you to generate value and improve the perception of customers.

Fortunately, technology has provided us with many opportunities, allowing us to offer “magical” experiences that make the customer fall in love. Hence the importance of having a solution that allows you to continuously evaluate each of the agents’ interactions, ensuring quality and driving constant improvement in service levels.

So, if you are looking to improve the customer experience and the productivity of your employees, don’t worry. An effective quality management tool is the solution.

Peace of mind and confidence in operation with the Quality Management System (QMS)

Quality Management System (QMS) is Enghouse Interactive’s quality analysis tool. It facilitates not only the detection of possible errors or deficiencies in the processes, but also allows the detection of training needs for the agents.

With this tool, it is possible to continuously evaluate each of the interactions that agents have with customers, with the aim of giving feedback and obtaining levers of improvement in the services.

In this video, you will see why QMS from Enghouse Interactive is the best alternative when it comes to quality management tools.

With QMS, you transform interactions into opportunities to optimise your customer experience.

Main features of QMS

  • The possibility of multi-channel recording (voice and data).
  • Screen recording: recording and monitoring in real-time of the activity executed by the agent on its screen.
  • By using speech analytics (text to speech conversion), those responsible for quality in the operation can search for specific words in the recordings, which makes it much faster to find improvement levers.
  • Speech to text.

By combining the analysis of these functionalities with complementary training, the performance of the agents is guaranteed, continuously reviewing and optimising the provision of the service.

Quality Management System allows you to document all the interactions your agents have with customers and thus provide consistent and constructive feedback to employees. This solution is not limited exclusively to contact centres and can be used in many business areas that need to evaluate the quality of the service offered.

What are the benefits of implementing this tool?

By integrating this quality management solution into your contact centre, you will:

  • Ensure high-quality customer service;
  • Improve agents’ productivity and experience by detecting areas of opportunity and at the same time provide training to agents;
  • Obtain valuable information, analyse it and apply it to the processes;
  • Detect inefficiencies in the processes, or detect training gaps by the agents;
  • Assign customised performance scores to agents and generate integrated reports for calibration and performance management; and
  • Develop internal processes from back-office to front-office.

In short, quality management plays a key role in operations, especially in contact centres. Undoubtedly, this is an essential factor if you want to achieve success. Therefore, meeting and exceeding customer expectations is increasingly important. We all like to be special, right? That is why it is essential that in every interaction with company and customer, both feel valued, understood and satisfied with the results.

“If you build a great experience, customers will recommend it to others. Word of mouth is very powerful.” This sentence by Jeff Bezos summarises it all. Customer experience is a way to attract new customers, build loyalty, and above all, make a difference. Therefore, it is important to have the right tool that allows you to effectively solve the requirements of your customers, strengthen your business and, of course, provide memorable experiences.

If you want more information about Quality Management System, send us your details and we will contact you to discuss your needs in a personalised way.

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