Quality Management Applications

Quality Monitoring

Quality Management applications provide the capabilities for recording, reviewing, and reporting on customer interactions, which can then be used to improve agent performance, increase customer satisfaction, aid revenue generation, and better manage overall costs.

Quality Management can be a key initiative that a Contact Centre can incorporate into its strategy to rise above the competition. Implementing an accurate call logging and recording system is critical to effective quality monitoring.

First Call Resolution has been found to be the single most important key challenge to improving Customer Satisfaction. The absence of First Call Resolution has been found to account for a minimum of 30% of a call centre’s operational cost*.

* Editor & Publisher Niels Kjellerup Ashgrove rev. September 2003