Managing a successful and profitable contact center requires maintaining an effective quality assurance program. Your callers need to receive top-notch service to resolve their issues, and your agent workflows need to operate smoothly and efficiently. Eleveo offers Call Center Quality Monitoring solutions that are designed to increase revenue and decrease costs by improving your agent and customer engagement while simplifying contact center optimization.
Quality Monitoring programs can directly improve customer satisfaction scores, reduce callbacks, and save time and money through improved employee performance.
Call Center Quality Monitoring programs can boost the quality of every customer interaction and help your employees achieve their highest potential.
Quality Assurance initiatives proactively seek out problems before they escalate. Ongoing analysis of customer contacts can identify ineffective agents, defective products and underwhelming scripts before these mistakes damage your performance metrics.
Effective employee engagement recognizes success while addressing failures in a supportive and productive manner. Agents who receive ongoing training report higher job satisfaction and are more likely to stay in their position longer.
Contact Quality Monitoring allows you to be attentive to agent workflows, analyzing metrics that affect call rates and agent productivity.
The best call center call monitoring programs follow these 2 simple steps:
There are a variety of Contact Center Quality Assurance software solutions available on the market today, and the choice can seem overwhelming. Start with these simple tools to evaluate whether the software management solution you are exploring is appropriate for your operation.
The best Call Center Quality Monitoring software will offer an intuitive user experience that is easy to implement and requires minimal training. Eleveo features a visually enhanced user Interface that is easy to deploy and manage, with out-of-the-box dashboards and reports that accelerate the system’s time-to-value.
Before you invest in a quality monitoring software solution, you need to make sure it will align with your operations. Eleveo tracks a long list of call center metrics, allowing you to dig deeper into your data for a clearer understanding of every facet of your operation. We monitor a comprehensive list of call center metrics, including:
When evaluating Call Center Quality Monitoring, make sure you are offered the best available technological solution. Eleveo’s advanced speech analytics with sentiment analysis offer actionable insights into agent/customer interactions and improve CSAT, efficiency and compliance. Eleveo has also developed a proprietary AI platform, called ELIS (Elevēo Live Intelligence System), which consists of multiple AI models that can be used for call center workforce optimization.
Any software solution you implement in your call center operation needs to facilitate compliance with all applicable regulations. Eleveo’s solutions are fully compliant with GDPR, CCPA and PCI DSS, allowing you to:
If you are a small contact center, you need to maximize your budget dollars by investing in a solution that can grow with you. And if you’re looking for a large enterprise solution, you need to make sure your software can handle the volume. Eleveo’s scalable design makes advanced QM, WFM and WFO functionalities accessible even to small contact centers, with On-Premise or Cloud Hosted Solutions and pricing plans that are subscription or usage-based. Whether you’re an enterprise contact center, cloud contact center, remote or hybrid call center, Eleveo has a solution to fit your needs.
Contact us today for a free demo to see how Eleveo can improve your contact center profitability.