Online sales and support staff are the two major aspects of call based industries. Both of these aspects are responsible for creating brand value via direct contact with customer through various channels of communications. Needless to mention but such an industry relies highly on the proficiency and performance of representative to develop a long term bonding with customer.
“It takes long to develop a business and seconds to destroy it”.
Obviously, no call industry wants to fall into pieces after achieving businesses neither it can take risk of losing its potential clients. Isn’t it?
Hence, to sustain the high performance level in today’s competitive market, it becomes mandatory for each company to evaluate performance of its team. This is followed by providing continuous training and surveillance at macro and micro level analyzing the possibilities of improvement.
To help serve this purpose, a call monitoring tool emerges as an acute solution in this regards.
QEval: The Performance Oriented Call Monitoring Tool
It is crucial to foster and maintain required skillset by monitoring performance of the team on a regular basis. A call monitoring tool like QEval helps to achieve the much needed improvement and growth within the teams. It assists in enhancing quality and productivity of your team monitoring every individual member. The tool enables any organization to incorporate continuous improvement base model through its integrated features.
Advantages of QEval
QEval is an intelligent tool. It consists of easy to use methodologies, which can be used implement within the processes of organization to avail the required growth and performance. Its customizing properties make it even better alternative as a quality monitoring interface. Further, the platform comes with several in-build capabilities such as:
- Customizable Tool- Create and design forms with wide range of options. Add and remove accessibility options as and when required. Utilize user friendly functionalities to get detailed observations on operations. Check and scan the processes through user based dashboards.
- Dispute Resolution Module- Resolves the disputes for any variance based on evaluation performed, through its two way open communication between concerned teams/members and leaders.
- Calibration Module- The tool ensures better performance of team and client satisfaction through the process of calibration. It also helps eradicating the requirement of a separate data base and provides a single mode to store all calibration data.
- Training Module- It helps to provide required training to team members in real time. Thus it helps an organization to break barrier of classroom training as well as tracking the performance of each member of the team. It supports various file types and even allows appending third party training link, if required.
- Data Analysis- It is the key factor for any organization to track the performance of its team. QEval with its various rich sets of reports will assist in doing just that. It enables management to fetch reports on all levels as and when required. Also, a custom base report will help any organization to track a specific performance with various parameters.
Bottom Line
Improved CSATs, better sales and a performing team will always be the eternal requirement of any organization. With the genesis of a flexible and customizable monitoring tool like QEval, organizations can always expect to observe growth whether it comes to the team or client satisfaction.