Aheeva - Quality Monitoring

Inbound Outbound Reporting Softphone Quality Monitoring Remote Management Workforce Management Product Benefits

Quality Monitoring

Motivate Agents to Achieve Excellence by Monitoring and Recording Calls

Accurately evaluate your quality of service, adherence to business policies and response to sales efforts with call quality monitoring.

Ensure that all of your agents have the information, skills, attitude and motivation to use their full potential to achieve your objectives. Live monitoring allows you to provide ‘whisper’ coaching for new agents or difficult situations. Recorded monitoring supplies a valuable source of information to prove compliance, resolve disputes, and evaluate training.

Improve agents contacts with guidance and coaching.

Provide coaching for new agents or difficult situations based on real situations.

Improve customer service standards
Validate sales orders
Track the level of each agent’s product knowledge
Rate agent performance based on fact, not opinion
Identify areas needing improvement and isolate specific training opportunities
Gain business insights and uncover trends by listening to actual interactions

Ensure that all your agents have the information, skills, attitude and motivation.

Recorded calls supplies a valuable source of information to prove compliance, resolve disputes and evaluate training.

Supervise performance with live monitoring

Click on an agent’s name in the CCS real-time monitoring window to monitor a call in progress
“Whisper” to give suggestions to the agent without the customer hearing
“Step in” to intervene during the call

Record calls digitally

Select random samplings or nonstop recording
Record calls in WAV or MP3 format; secure recording encryption, no special recording equipment is required
Review screen captures to see the information an agent processed on the customer screen and in other applications (captured screens are assembled into a Flash file)

Store recorded calls for later review

Store calls on the desktop or on a recording server
Secure data for banks and credit cards on an encryption server
Retrieve recordings using flexible search criteria including agent group, agent, date, telephone number, sales information, and campaign
Maximize return on investment by allowing agents, supervisors and business users to record and store calls in the same environment
Use supervisory tools to score agent performance based on actual calls
Track the level of each agent’s product knowledge
Improve service quality by identifying areas of improvement
Boost agent proficiency through coaching and feedback on actual customer interactions