Contact center agents are fielding more complex customer interactions than they ever have. Bots and other self-service technologies handle many routine customer issues, leaving the most challenging and time consuming for live agents.
Eleveo Quality Management ensures agents and your contact center’s processes are equal to the task. Utilizing our call center quality assurance tools, managers and agents create a virtuous cycle of interaction, analysis and feedback.
Successful call center quality assurance is a science. With the right tools, managers can correlate metrics, like Average Handling Time or CSAT, to call outcomes and then analyze those calls and outcomes – good or bad - for root causes. Conclusions from that process become the basis for agent training.
Call Center Quality Assurance is largely about having control over every inbound or outgoing interaction. The degree of control a contact center has depends on how many interactions managers can review and analyze. Automation is key.
That’s why we developed our Automated Quality Management and Speech Recognition tools.
Eleveo a.s.
IČ: 25730151
Karolinská 650/1
Prague 8, 186 00
Czech Republic
info@eleveo.com