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ManagementQuality monitoring

Thanks to our Quality Monitoring tools, make sure that all your agents have the information, the necessary skills, the attitude and the motivation to allow them to use all their potential for attaining your organization's objectives.

Our Quality Monitoring tools include a live listening module, complete audio and video digital recording and an evaluation forms module.

 

Our live listening module allows you to:

- Verify the adherence of the agent's speech to your business policies

- Whisper "in private conversation" to provide tips to the agent without the customer hearing

- Evaluate the agent's training level and skills

 

Our audio and video recording module allows you to:

- Record the calls in WAV or MP3 format and comply with the PCI –DSS standards (avoiding the recording of sensitive credit card -related information, optional encryption of recording, no special recording equipment is required)

- Store the recordings and retrieve them using flexible search criteria such as agent group, agent, date, phone number, sales and campaign data

- Replay video recordings to view the information entered by the agent in the customer's information page or in other applications

 

Our evaluation forms module allows you to:

- Create as many evaluation criteria as you wish

- Create various possible answers for the open-ended questions

- Group questions together and score every answer

- Evaluate your agents on precise and modifiable criteria for the various campaigns

The benefits:

  • Follow up the level of product knowledge of each agent
  • Coach the agents
  • Identify areas to improve for higher quality of service
  • Oversee and control in real-time

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Refine your business perspectives and quickly identify the necessary adjustments for higher performance

 

Product sheet

For more information download the AheevaCCS Management solution Product Sheet

 

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The Aheeva teams are specialized in the creation of products and services for contact centers. AheevaCCS solution provides you with the most advanced features for your inbound and outbound campaigns as well as management and scripting. The AheevaCCS customers benefit from effective tools for agent supervision as well as the possibility to managing quality in real-time and remotely and to analyze performance through detailed reports. AheevaWFM and AheevaHR solutions are dedicated to facilitating the management of your human resources dealing with planning, recruitment or agent life cycle analysis. Aheeva also benefits from a worldwide network of partners thanks to a high quality partners program. Always concerned with offering you the best backing, Aheeva also developed a whole palette of Professional Services to cover integration, support and training. | Asterisk Contact Center   Asterisk Contact Center