Quality Monitoring
Quality monitoring is an invaluable business tool for organisations where customer call interaction is of paramount importance
Quality Monitoring
Benefits
Liquid Voice provides a Quality Monitoring solution which is powerful yet easy to implement.
Simple to use, it allows organisations to improve the way they interact with customers over the 'phone by effectively:
- Sampling
- Quality monitoring
-
Analysing
Features
- Liquid Quality Monitoring is able to capture activity on telephone, application and screen activity which can later be reviewed and assessed.
- It can randomly select recordings for a supervisor to review and score against a set of configured criteria.
- Using these scores, a range of reports can be produced that highlight which individuals or teams are performing well and which are in need of attention.
- The Quality Assurance Media Player allows the person reviewing a call to select part of the conversation and tag with relevant notes which can later be searched upon.