Calabrio Quality Management

Calabrio Quality Management is a highly-scalable voice and screen recording and evaluation solution that supports agents and supervisors at any physical location. Calabrio Quality Monitoring helps businesses improve their business process and impact their bottom line with the following business impact:

• Increase revenue by improving customer satisfaction and increasing customer loyalty
• Provide consistent, high-quality customer experiences
• Identify customer needs and expectations
• Reduce labor costs for agent identifications

Calabrio Quality Management software uniquely uses the processing power of the agent’s PC to record and process the voice and screen transactions for performance evaluation or compliance. The unique edge-oriented application architecture minimizes hardware and bandwidth utilization for multi-site centers., which makes it practical to deploy an effective quality management program in virtual environments.

• Transactions of interest are selected and processed if they meet established business criteria.
• Supervisors review and score the transactions against key performance metrics, which drives initiatives for quality improvements and training.
• Individual and team performance reports show trends that drive initiatives for quality improvements and training at the team and agent levels.
• Supervisors can measure training effectiveness by measuring and monitoring agent skill levels
• Customer call examples establish content for best practices training
• Centers can use evaluations to improve workforce management – for example, identifying agents skills or area of expertise that can improve schedules and drive call routing

Part of a suite of complete suite of customer interaction and workforce optimization software, Calabrio Quality Management streamlines the quality management process to ensure that quality standards are being met and training and improvements are implemented when required.