Support the training and skill development of your teams, measure their service level, and assess whether it aligns with the expected standards within the company, as well as the industry. The goal: to meet customer expectations and maintain a continuous improvement process.
Improve your agents’ skills and attitude to retain your customers.
Train and coach your teams in acquiring new skills.
Analyse your customer relationship to identify gaps and opportunities for improvement.
Measure your agents ease/difficulty with each call using the Employee Effort Score.
Help your agents develop their skills faster with tangible data that highlights their strengths and areas for improvement through training or coaching.
Identify and address issues quickly for better service quality. Quality Monitoring contributes to improving the overall customer experience, resulting in higher customer retention and positive recommendations.
Take advantage of customisable dashboards that reflect all activities and evaluations conducted by agent or team. This gives you a clear and quick view of your agents’ performance over the desired period, allowing you to make the right decisions to continuously improve service quality.
Continuously identify and address bottlenecks in processes and systems, or issues related to compliance and quality, and help reduce the risks of disputes and costs associated with malfunctions.
List of assessments to be done, in progress, and already completed by the supervisor.
According to various criteria: skills, attitude, adherence to processes…
Predefined grids based on standards such as NF or Elu Service Client certification.
Analyse the data gathered individually or collectively.
Grids available in your team’s language.
Identify the pain points and areas for improvement in order to implement action plans.
A unified and centralised platform to manage, orchestrate, measure and analyse conversations with your customers. Listen to the voice of your customers and take real-time action on satisfaction or dissatisfaction levers to improve your customers’ experience.
Are you intrigued? Need to know more before taking the plunge?
Quality Monitoring is the evaluation of the quality of advisor-customer interactions: phone calls, chat, email, social media, etc. This process guarantees the quality standards of the contact centre. Quality monitoring evaluates advisors to track their progress, and analyses conversations to identify areas for improvement, with a the goal of implementing action plans.
With the Eloquant 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 provides feedback on the positive and negative aspects of your interactions after analysing customer-advisor conversations.
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