Atualmente, as organizações lutam para oferecer um atendimento ao cliente consistente e de alta qualidade devido ao acesso limitado a feedback e às oportunidades de crescimento.
Sem critérios de avaliação padronizados e feedback oportuno, os funcionários perdem oportunidades de melhorar suas habilidades e desempenho. Além disso, práticas de gravação inconsistentes complicam o gerenciamento, o armazenamento e a recuperação de gravações de interação com o cliente, afetando a acessibilidade dos dados e os esforços de garantia de qualidade. Os desafios de conformidade, especialmente em áreas como o PCI, complicam ainda mais o processo, arriscando violações dispendiosas e ineficiências operacionais. Esses problemas dificultam o engajamento, o desempenho e a conformidade da força de trabalho.
A Aspect Quality aborda esses pontos problemáticos fornecendo uma plataforma centralizada e simplificada para registrar, monitorar e avaliar as interações com os clientes.
Com a Aspect Quality, as organizações podem garantir que cada interação esteja de acordo com o padrão, com opções robustas de conformidade e ferramentas de avaliação personalizáveis.
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.
