QualityAgent has a wide range of features that can be useful in your contact center – whether you are working as an inbound or outbound contact center.
Listen and analyze the customer inquiries
In QualityAgent you can listen to recorded conversations and analyze the employees across the system’s functions. The recorded conversations can for example be used for employee development and securement of your employees.
Listen to the recorded calls
Determine the speed yourself
QualityAgent contains a built-in audio player, which can be used when you have to listen to your employees’ calls. The audio player can be used across the system, and it gives you the opportunity to pause the audio file, stop them or speed up or slow down the playing.
Generate reports based on specific key figures
Based on desired key figures, e.g. the average call duration for specific employees, you can generate reports with the built-in reporting feature. With QualityAgent your reporting is automated, so you do not have to set up reports in e.g. Excel.
Get all the way around the individual employee with the evaluation forms
With the evaluation forms in QualityAgent, you can easily evaluate employees based on various parameters. The system’s setup forms allow you to get all the way around the individual employee, as the evaluation forms can consist of both soft and hard KPIs. Using the evaluation forms, you can follow the employees’ development and ensure that they follow the correct learning curve.
Overview of statistics relevante to the quality assurance in your contact center
In the statistics module you can see the predetermined statistics that are relevant for the quality assurance in your contact center. You can see the statistics presented in both tabular and graph form. You can e.g. see statistics on the average sentiment score or speech/listening ratio.
A concrete insight which lets you increase the quality in your contact center
QualityAgent automatically transcripts the employees’ calls. Based on the transcripts, you can analyze the employees and their dialogues, and thus get an overview over e.g. their calls and their avg. sentiment score.
Ready to get started?
Contact us and get a trial period on QualityAgent.