Unternehmen haben heutzutage Schwierigkeiten, einen konsistenten, qualitativ hochwertigen Kundenservice zu bieten, da sie nur begrenzten Zugang zu Feedback haben und Wachstumschancen haben.
Ohne standardisierte Bewertungskriterien und zeitnahes Feedback verpassen Mitarbeiter Chancen, ihre Fähigkeiten und Leistungen zu verbessern. Darüber hinaus erschweren inkonsistente Aufzeichnungspraktiken die Verwaltung, Speicherung und den Abruf von Aufzeichnungen von Kundeninteraktionen, was sich negativ auf den Datenzugriff und die Qualitätssicherung auswirkt. Compliance-Herausforderungen, insbesondere in Bereichen wie PCI, verkomplizieren den Prozess zusätzlich und bergen das Risiko kostspieliger Verstöße und betrieblicher Ineffizienzen. Diese Probleme behindern das Engagement, die Leistung und die Einhaltung der Vorschriften der Mitarbeiter.
Aspect Quality adressiert diese Probleme, indem es eine zentrale, optimierte Plattform für die Aufzeichnung, Überwachung und Bewertung von Kundeninteraktionen bereitstellt.
Mit Aspect Quality können Unternehmen sicherstellen, dass jede Interaktion den Standards entspricht, und zwar mit robusten Compliance-Optionen und anpassbaren Evaluierungstools.
Benefit
Description
Review advanced contact center quality assurance reports to identify areas of improvement. Make informed business decisions to simplify workflows and increase team productivity.
Give your team clear goals and evaluation criteria to improve productivity. Aspect Quality includes comprehensive scorecards and evaluation tools to give your employees quick, valuable feedback.
Aspect Quality tackles the root of recording management issues, offering data consolidation, customizable PCI compliant recording settings, and access to historical analytics.
Become a business known for valuing its customers and earning their loyalty. Provide top-quality contact center quality assurance and make every customer service interaction count.
Benefit
Description
Monitoring & recording
Capture and analyze customer interactions with flexible voice and screen recording options, integrating seamlessly with Premise and CCaaS systems. Record, review, and store all call types—ACD, inbound, outbound, and blended—for any duration.
Archive recordings on a configured schedule and location, with quick search capabilities via the Aspect Quality Web Client or archive database.
Easily locate recordings with metadata-driven search and retrieval, offering instant playback for any interaction.
Evaluation and feedback
Design flexible evaluation forms tailored to specific team or department goals, enabling quality tracking that aligns with business objectives.
Ensure consistent scoring with workflows for scheduled evaluations. Multiple mentors can score the same interaction for fair and objective assessments, with side-by-side comparisons available.
Tag specific points in recordings to deliver targeted agent feedback and drive frontline skill improvement.
Provide personalized feedback through agent reviews, cross-team training with shared recordings, and collaborative peer evaluations for continuous improvement.
Empower agents to assess their own performance by initiating coaching sessions and jointly reviewing interactions with supervisors.
Security & compliance
Safeguard sensitive customer data with tailored recording rules that ensure full PCI compliance.
Protect recordings with AES 256-bit encryption for secure transmission, storage, and playback.
Integration & accessibility
Seamlessly integrates with Avaya, Cisco, Twilio, UJET, and more. Automatically recognizes agents, teams, and custom data fields for effortless setup.
Access Aspect Quality from anywhere using modern web browsers, ensuring convenience and flexibility.
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