Boost Service Quality and Save Time with Automated Call Quality Management
VPI QUALITY is the most powerful Quality Management (QM) solution available today. This powerful solution enables you to objectively evaluate agent behaviors, provide timely feedback and support, boost service quality, and cultivate customer experience and loyalty. With VPI QUALITY, you can maximize the impact and ROI of your call quality monitoring processes and significantly improve the effectiveness and efficiency of your customer interactions.
Automated call selection for quality evaluation
Flexible, Web-based evaluation tools
Dynamic quality monitoring system dashboards and desktop tickers
Because of the fast-paced nature of contact center operations, the valuable time of evaluators and supervisors is scarce. With improved operational efficiencies gained through VPI QUALITY, your evaluators and managers have more time and resources available to address strategic and mission critical business goals. VPI QUALITY automatically selects and delivers an objective, random sampling of recordings related to your business objectives directly to their desktops for evaluation.
Easily tag the most coachable calls for evaluation – evaluate or schedule high-value calls for evaluation directly from call search results and multiple dynamic, drill-through reports.
Maximize the effectiveness of your Quality Management program – implement rules to automatically tag calls for evaluation, such as per-agent quota or call attributes.
Automatically manage the evaluation schedule – evaluators receive “to-do” lists organized by assignment dates and due dates, with the appropriate evaluation form already associated with the call/screen recordings.
VPI QUALITY gives you access from your desktop via Web interface to well-designed quality evaluation forms and processes. You can efficiently and objectively assess the quality of your individual customer interactions while simultaneously discovering significant problems, issues, trends, and opportunities – vital information that supports the successful execution of your business strategy. VPI QUALITY provides contact centers with an unprecedented degree of flexibility to customize evaluation forms and tailor processes to conform to your specific needs and objectives.
Easily design, organize and categorize evaluation forms via an intuitive graphical interface, without IT assistance. Focus on call flow or IVR skills, while rating any number of call handling competencies and adding comments that pertain to the evaluation or other issues requiring attention.
Streamline the evaluation process with Web-based access to a unified interface for evaluation and playback of synchronized call and screen recordings.
Quickly and objectively assess the quality and performance of local and remote agents, using a flexible Web-based portal and fully customizable evaluation forms that conform to your specific needs and goals – include many types of question and answer formats with any distribution of weights.
VPI QUALITY helps you to gain and share valuable insights through comprehensive reports, dashboards and desktop tickers. The success of your contact center quality improvement plan depends on a clear understanding of your employees’ strengths, weaknesses and areas on which to focus training and coaching efforts. VPI QUALITY pinpoints characteristics of agents’ behaviors by breaking them down into skill-sets, such as communications, call handling, technical, product knowledge, compliance, etc. These skill sets may be tracked, compared between agents and teams, scheduled for automatic notifications of “outliers” that require additional attention, used as triggers for automated delivery of messages to agents via desktop tickers, and much more.
Conveniently and efficiently access interaction recordings, evaluation forms and reports via a centralized Web Portal, customizable for each user based on roles, privileges, and responsibilities.
Analyze your QM results and trends using comprehensive reports with data roll-up and drill-down options all the way down to playback of recordings, along with powerful visualizations for expedited analysis of causes for quality problems or customer interaction excellence.
Drive ongoing quality improvements – provide immediate, personalized feedback via employee desktop tickers and Web-based scorecards.