Quality Monitoring enables contact centre managers to easily evaluate agent performance, identify low-skill areas and set benchmarks for agent productivity. Increase customer satisfaction by monitoring and evaluating agents to identify training and coaching needs. Provide best-practice procedures and examples for agents to help them learn to handle calls more effectively and efficiently-the first time.
Recording and monitoring calls in conjunction with corresponding screen data allows you to have direct control over your contact center's performance. Mentor QA Suite™ provides the necessary tools to improve your agents' performance, and deliver quality service to your customers while presenting a consistent and accurate corporate message.
With the Mentor QA Suite, you will ensure that every customer has the best possible experience whenever they call your company.
- Ensure calls are answered promptly and courteously.
- Stop problems before they start. Live monitoring and instant feedback capabilities enable managers to step in and help agents resolve conflicts and complaints effectively.
- Use real life examples of call interactions to thoroughly train your agents.
- Identify peak call traffic times and adjust staffing schedules accordingly.
- Target specific issues and low-skill areas for correction.
- Form a complete picture of your contact centre’s overall performance using data obtained from recorded calls.
The suite includes the Agent Evaluator which offers real-time or playback evaluation of calls, detailed scoring reports and exception reports, extensive sorting and filtering and instant email feedback.