Quality management is one of the most important focuses for any business.

You want to make sure you are delivering your customers not only a quality product but a quality experience every time they interact with you.

For leaders, a big part of this lies in monitoring and assessing the quality of their team’s day-to- day performance. Quality Management (QM) software allows management to track and measure the performance of each of their individual employees. The QM tool uses key performance indicators (KPIs) to effectively evaluate the quality of their team’s work and helps the organisation work towards achieving critical business objectives.

Quality Management software paired with expert consultations from our team at Call Design can help you better manage quality and overall performance across your Australian Organisation. Let’s take a closer look.

How does Quality Management work?

The platform works via a cyclical process.

  1. The software begins by recording your employee’s interactions.
  2. From there, an evaluation of the recording is conducted based on the parameters you have set for quality.
  3. Based on the evaluation, the system can initiate coaching for skill improvement or new skills altogether – managers can also manually instigate training if needed.
  4. New skills will then be added to the individual employee’s skill profile for future reference
  5. Based on this new profile, agents can be booked for new work types, which can then be monitored through the Quality Management system from the start.

Quality Management’s model promotes a continuous cycle of improvement for your team and, as a result, your organisation. The platform integrates with existing systems and be tailored by our Call Design team to work with your current quality management procedures. Broadly speaking, our Performance Management product has four critical functions:

Our simple, user-centric design allows managers and employees to easily navigate the platform – ensuring tracking, managing and revising team quality goals is the main focus.

The Quality Management software includes robust monitoring and evaluation tools that give you insight into the complete customer experience. This function allows you to evaluate employee quality and performance in a much more comprehensive way.

This best-in- class calibration system ensures agents are getting the fairest and most understandable scores, so they can improve their call handling technique and know that quality scores are fair.

Once an agent has completed a specific training, that qualification can be uploaded into their profile. If it’s a completely new skill, they can now be rostered to take on a new set of tasks when needed. The updating functions gives both employees and managers visibility on who can complete what tasks.

For organisations that are already using, or plan on purchasing, the Performance Management software QM can connect to this software and gauge quality in the context of other types of performance metrics. This allows you to view performance through a quality lens and vice versa.

What can the Call Design team do for you?

Our team is here for two main functions: Consultation and integration.

We have the expertise to not only walk you through every function of the Quality Management platform but to also help you use it in a way that directly addresses your core business objectives.

For over two decades, Call Design has helped businesses mould our range of Workforce Optimisation solutions to fit their needs. We pride ourselves on being able to solve any problem that comes our way and we’re always happy to help! When you work with Call Design, you get a team dedicated to providing you with:

Personalised Consultation: Our team of experts will work closely with your team in your environment, either on-site or remotely via the cloud, to identify strengths and weaknesses in current business practices. From there, we will create a personalised action plan to improve quality across the organisation using our tools.

Tailored Integration: We can implement our software in whatever way your company needs. This means integrating whatever pre-existing products or suites you have in your organisation to work with your new Quality Management platform.

Customised Training Services: Training for your management team as well as your employees is critical to the success of these products. Call Design can help train your team to whatever skill level is required . Whether this means a step-by- step tutorial for each of our functions or a broad overview of critical aspects of the software – we’ve got you covered.

When you choose to work with Call Design you are signing on for a long-term relationship with a group of experts that care about helping you achieve its business objectives. To learn more, reach out to one of your team members today!

So what are you waiting for?

Help ME, help you by reaching out to
one of our Call Design team today!

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