Quality monitoring: improve your customer service skills

Support the training and skills development of your teams, measure their level of service and determine whether it is in line with the standards expected both within the company and in the industry. The aim: to keep up with customer expectations and to be part of a continuous improvement process.

Customer loyalty

Improve your agents’ know-how and interpersonal skills to build customer loyalty.

Skills development

Train and coach your teams to acquire new skills.

Quality control

Analyze your customer relationships to identify gaps and opportunities for improvement.

Agent commitment

Measure the ease/difficulty of your agents on each call with the Employee Effort Score, .

Increase your teams' productivity

Raise your agents’ skills faster with tangible data highlighting their strengths and areas for improvement through training or coaching.

Improve customer satisfaction

Identify and correct problems quickly for better quality of service. Quality Monitoring helps to improve the overall customer experience, resulting in higher retention rates and positive recommendations.

Manage the quality of your customer experience

Take advantage of customizable dashboards that reflect all activities and evaluations carried out by agent or team. Get a clear, fast view of your agents’ performance over the desired period, and make the right decisions to continually improve service quality.

Continuous process improvement

Continuously identify and remedy process and system hitches or compliance and quality issues, and help reduce the risk of litigation and the costs associated with malfunctions.

Functional detail

Evaluation follow-up

List of assessments to be made, in progress and already carried out by the supervisor.

Custom grids

According to different criteria: know-how, interpersonal skills, process compliance…

Standard reference systems

Predefined grids based on NF or Elu Service Client standards

Reports and feedback

Analyze the data collected collectively or individually.

Multilingual

Grids available in the language of your teams.

Action plans

Identify irritants and areas for improvement in order to implement action plans.

Eloquant, your Customer Experience cloud platform

A unified, centralized platform to manage, orchestrate, measure and analyze conversations with your customers. Listen to the voice of your customers and act in real time on the drivers of satisfaction or dissatisfaction to improve the Customer Experience.

Omnichannel Contact Center

Voice of the Customer / Satisfaction surveys

Case studies

Because our customers say it best…

Blog

Find out what’s new in customer relations.

White papers

Read our latest white papers to discover our tips and best practices.

Are you intrigued? Need to know more before taking the plunge?

Any questions?

What is Quality Monitoring and how does it work?

Quality Monitoring is the evaluation of the quality of advisor-customer interactions: telephone calls, chat discussions, email, social networks, etc. This process guarantees the quality standards of the contact center. Quality monitoring evaluates advisors to track their progress, and analyzes conversations to identify areas for improvement, with a view to implementing action plans.

What are the features of Eloquant's Quality Monitoring solution?

With Eloquant’s Quality Monitoring module, you can :

collect interaction records
build customized rating grids
access call recordings
track ongoing evaluations
obtain individual feedback for each agent to help them improve their skills and efficiency.

What are the advantages of analyzing customer-agent interaction with Eloquant Quality Monitoring?

For your agents :

Improve their skills through in-house training,
Better manage stress and listen to their needs,
Create an emulation and motivation effect.

For your customers :

a better quality of service,
effective problem-solving,
an increase in customer satisfaction.

For your company :

Offer appropriate training,
Increase in the first contact resolution rate (up to +40% increase in First Call Resolution),
View all advisor-customer interactions.

How does Quality Monitoring contribute to improving the customer experience?

The integration of Quality Monitoring ensures compliance with the company’s quality standards in terms of customer service. This tool gives you feedback on the negative and positive points of your interactions, after interpreting customer-advisor conversations.