Engage Quality = Powerfully Simple Quality Management
Tuesday, November 1, 2011
When agents are at different levels or at different locations, training, and improving agents in the customer experience can be a challenge. Contact centers continually need to: internally communicate new procedures or promotions at a moments notice, make the optimum use of low-call volume time, and equip agents to self-assess their performance on-the-fly.
Engage Quality enables contact centers to provide targeted evaluation and training, calibrated for consistency across a team or an entire organization. It equips supervisors with the tools to manage team performance through comprehensive measurement, analysis, & reporting. Your contact center delivers a consistent, quality customer experience and your agents continuously improve their call handling skills.
Engage Quality's total quality management solution includes calibrated assessment, integrated e-learning, and powerful performance reporting. Engage Quality's unique Calibration System compares both supervisor scoring results and agent performance against resident experts and other staff to improve consistency enterprise-wide. When opportunities arise for additional training or comments, supervisors can easily send agents announcements, exercises, annotated call segments, or entire evaluations with notes for improvement.
Engage Quality not only lets you continuously improve agent performance and customer care, but your contact center's bottom line as well.
TELSTRAT MEDIA CONTACT:
Ed Templeman
Director of Marketing
TelStrat
1101 Central Expwy S.
Suite 150
Allen, TX 75013
TEL:972.543.3466