Looking to improve your call center quality management?

Call center quality assurance is the process of observing an agent’s call and analyzing the quality of the call with respect to the customer’s requirements and expectations. Call center quality management is considered to be the most effective and efficient approach to improve the customer service provided by call centers. With effective call center quality monitoring call center managers can easily spot and discover problems within their teams by proactively monitoring the interactions between the agents and customers with the help of the right call center software.

Quality call monitoring is an essential factor in running a successful call center. Managers and Quality Assurance specialists have a responsibility to keep an eye on call center operations, to ensure each and every customer receives a consistently positive experience. On top of maintaining quality in a call center and consistency in the customer experience, the quality department can keep costs low by managing their agents’ efficiency.

The modern customer experience has evolved, and with it, so has the need for call center leaders to uncover actionable insights across all contact channels, leverage automation, and link quality metrics to business objectives.

NICE Quality Central for automated quality management process

NICE Quality Central™ gives you a single, holistic approach to quality management, ensuring that all interactions and transactions are closely monitored. Performance metrics are closely tied to top-priority objectives. Forget your manual process; NICE Quality Central automates and customizes all of your quality processes in a single application, regardless of the data source, channel, or recording solution.

  • Evaluate all channels for quality, including phone, email, chat, and social media.
  • Assess any task such as orders, claims, or various support documents.
  • Monitor the effectiveness of any sales, service, or audit process.
  • Leverage any data source, such as CSAT scores and CRM information, to help pinpoint opportunities for improvement.

quality management

Benefit of Automated Quality Management

  • Saves time and drives better decision-making
  • Monitor and improve key metrics
  • Save resources & reduce risk
  • Boost operational efficiency
  • Improve employee engagement

Powered by NICE Nexidia Analytics

Quality Central, powered by NICE ​Nexidia Analytics, a best-in-class text and speech analytics platform, captures, sorts, and scores 100 percent of agents’ interactions on every channel for accurate quality management performance metrics. Because all interactions are analyzed, quality teams and supervisors can spend more time on targeted monitoring and coaching that will result in better outcomes for your business.

The solutions work seamlessly together on a single platform to:

  • Capture and categorize data more quickly to support any quality assurance initiatives.
  • Discover hidden trends and take action.
  • Monitor agent team performance against key metrics with a unified scorecard.
  • Identify higher-value interactions that have a greater impact on your business initiatives.

Selindo Alpha is an authorized partner of NICE in Indonesia

Selindo Alpha is an authorized partner of NICE in Indonesia and has experience in implementing solutions to provide our customers with the best possible service and support.