Advanced quality monitoring for the most demanding businesses

Hubicus Quality Monitoring is a quality management platform designed for employee engagement, developed to assess and improve the performance of advisers and service providers in contact centres. This module, integrated with Eloquant’s solution, offers a unified view of the quality of customer interactions across multiple channels (calls, emails, chat) and enables real-time analysis.

Key features

1. Users can define custom evaluation grids and criteria for all communication channels. Call recordings and digital exchanges are directly available on the platform, facilitating interaction evaluation and ensuring consistency through calibration.
2. Hubicus Quality Monitoring allows you to personalise reporting based on profiles (advisers, supervisors, quality managers) and helps identify strengths and areas for improvement. Agents receive notifications about their performance, creating a continuous feedback cycle.
3. The Module offers complete tracking of the evaluation cycle, including debriefing, calibration, and the implementation of action plans. It enables transforming evaluations into real drivers for quality improvement.

Key benefits for you

• Time-saving with process automation, reducing evaluation time by at least 35% (cutting down on search and processing time for interactions to be assessed, etc.).
• Increased customer satisfaction by involving employees in the quality process and standardising practices.
• Improvement in the quality of service, with users reporting an average 25% improvement in service quality thanks to clear objectives and corrective actions.

Artificial intelligence is natively integrated, with call transcription, text analysis and automatic scoring for fast, accurate evaluation…