AheevaCCS is the software we have counted to run our business for the last 10 years. They continue to deliver results and allow us to serve our customers well.
Ibrahim Mohktar, Wasla Outsourcing
Chat with us
CLICK HERE to download more info
Tools to monitor your operations and train your agents
The need for Quality Management (QM) tools isn’t a new concept, good QM is the cornerstone of a well run contact center. Furthermore, it is widely accepted that quality drives customer satisfaction, customer satisfaction drive customer loyalty and combined they drive higher ROIs and bigger profits.
Aheeva’s QM is a proven platform that enables a short feedback loop so your management team can make sure agents have the information, the necessary skills, the attitude and the motivation to meet you organization’s objectives.
Comes standard with deployments (no additional licensing required)
Coaching agents in real-time shortens training duration
Identify areas to improve for higher quality of service
Refine business processes and quickly identify necessary adjustments for better performance
Live Listening Platform
Verify the adherence of the agent’s speech to your business policies
Whisper “in private conversation” to provide tips to the agent without the customer hearing
Evaluate the agent’s training level and skills
Audio Recording & Playback
Record the calls in WAV or MP3 format and comply with the PCI –DSS standards (avoiding the recording of sensitive credit card -related information, optional encryption of recording, no special recording equipment is required)
Store the recordings and retrieve them using flexible search criteria such as agent group, agent, date, phone number, sales and campaign data
Replay video recordings to view the information entered by the agent in the customer’s information page or in other applications
Create as many evaluation criteria as you wish
Create various possible answers for the open-ended questions
Group questions together and score every answer
Evaluate your agents on precise and modifiable criteria for the various campaigns