![]() The IVR gathers simple information (“Are you satisfied?” - “Problem solved?”).The agent transfers the call to an IVR at the end of the interaction.It’s available on premise or as a cloud hosted solution service.Īutomating the QA process can be a very useful choice for call-centers that heavily really on Quality Assessment.īut how can this system work? Here is a general outline of an automated QA process: QueueMetrics is a highly scalable monitoring and reporting suite that addresses the needs of thousands of contact centers worldwide and offers a broad range of integrated benefits like agent productivity monitoring, target measurement, conversion rates tracking, realtime campaign statistics analysis and an easy to use interface. Reviewing calls manually is very expensive.This said, it also brings along a series of disadvantages: ![]() QA is an effective process, and greatly improve the awareness of a Call Center Administrator.
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