Your agents’ commitment is a key factor in customer satisfaction and in team stability. With Vocalcom’s Quality Management solutions, give managers the tools they need to understand each interaction and improve agents’ performance and customer satisfaction.
Vocalcom’s quality management solution includes a suite of native tools designed to capture each customer interaction over all communication channels: call listening, call and screen recording, chat and email transcripts, real-time supervision, satisfaction surveys.
With customizable, easy-to-read evaluation forms, you can identify each agents’ strengths and weaknesses based on your specific criteria (politeness, speech quality, compliance with script, etc.) and define a quality improvement action plan for each interaction channel.
With the many features included in Vocalcom’s Quality Management solution, your supervisors can support your agents in a variety of ways as they improve their skills: by whispering, listening, conferencing, communicating through chat, supervising, etc. Improve your customer service quality while boosting your team members’ engagement.
Record all calls and conversations over digital channels with a secure, native recording tool.
Choose the criteria to evaluate your agents on based on your business goals.
Evaluate customer satisfaction and measure the NPS at the end of each interaction, across all channels.
Integrate your Vocalcom solution with leading CRM, WFM, WFO and Speech Analytics applications.
Measure agents’ performance and customer satisfaction in real time.
Track and analyze changes in quality and create plans for corrective action.
Measure customer satisfaction and NPS instantaneously on each channel with customizable, easy-to-use satisfaction surveys.
Supervise your contact center’s activity and your agents’ performance across all communication channels in real time with intuitive, customizable dashboards.
Benefit from powerful trend analysis tools to develop a 360° view of your activity across all channels and make the right decisions quickly.
Interested in our solutions?