Call center quality management has traditionally been perceived as a necessary, if rather tedious, process for monitoring agent performance in an attempt to ensure agent adherence to compliance guidelines and customer service standards. Various methods have been employed in the quest to achieve call center quality management. From supervisors sitting next to agents and scoring them manually with paper forms and check boxes, to more sophisticated call center quality management software solutions that enable supervisors to pull up calls and fill out an electronic evaluation form that can then be maintained for review and basis analysis, along with a copy of the original recording. However, a new generation of analytics-driven call center quality management solutions is transforming the quality management process, turning this routine function into a powerful strategy that can enable contact center managers to align teams of agents with corporate objectives, deliver excellent customer service, and earn valuable customer loyalty.

VPI developed the VPI QUALITY PRO call center quality management solution to enable call center professionals to fully optimize their contact center operations and processes, while simultaneously training and empowering front-line employees to deliver an outstanding customer experience on every call. Due to the vast quantities of interactions managed by contact centers on a daily basis, agents have a profound influence on costs, revenues and the quality of customer care. With the VPI QUALITY PRO call center quality management solution, managers can transform the quality management process with analytics-driven call selection, targeted evaluation and coaching, and a wealth of actionable insights. VPI QUALITY PRO enables agents and supervisors to dramatically improve their effectiveness and job satisfaction – immediately, efficiently and consistently.

With the fast-paced nature of contact center operations, the available time of evaluators and supervisors is scarce. It is therefore vital to ensure that their time is focused on high-value tasks, such as evaluating the most coachable calls that also contain the information most relevant to the business focus. The VPI QUALITY PRO call center quality management solution uses advanced analytics of screen and unstructured data to intelligently select and deliver high-value recordings for evaluation, combining the objectivity of random selection with the tools to focus on the types of interactions that drive your revenue and customer satisfaction goals. For example, users can implement rules to have the solution automatically tag and classify important calls for evaluation so that managers can quickly identify business issues and coach to opportunities for improvement. The VPI QUALITY PRO call center quality management solution can help managers to rapidly solve problems with customer retention, decrease operational costs, identify opportunities for revenue growth, and more.

One of the many exceptional benefits of the VPI QUALITY PRO call center quality management solution is the fact that it provides managers with the ability to automate the coaching process and empower agents and their supervisors to be highly effective. This helps to maximize time and cost efficiencies as electronic coaching fits smoothly within the existing workflow, increases retention rates for new information and expedites ramp-up. Managers can drive ongoing quality improvements by providing immediate, personalized feedback via employee desktop tickers, Web-based scorecards, and providing supervisors with easy access to evaluation forms with related recordings. Personalized training can be delivered directly to agents’ desktops to maximize effectiveness and empower agents.