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.
Improve your agents’ know-how and interpersonal skills to build customer loyalty.
Train and coach your teams to acquire new skills.
Analyze your customer relationships to identify gaps and opportunities for improvement.
Measure the ease/difficulty of your agents on each call with the Employee Effort Score, .
Raise your agents’ skills faster with tangible data highlighting their strengths and areas for improvement through training or coaching.
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.
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.
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.
List of assessments to be made, in progress and already carried out by the supervisor.
According to different criteria: know-how, interpersonal skills, process compliance…
Predefined grids based on NF or Elu Service Client standards
Analyze the data collected collectively or individually.
Grids available in the language of your teams.
Identify irritants and areas for improvement in order to implement action plans.
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.
Are you intrigued? Need to know more before taking the plunge?
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.
With Eloquant’s Quality Monitoring module, you can :
For your agents :
For your customers :
For your company :
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.
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