With smaller, more remote support groups spread across six contact center sites, Polaris doesn’t consider its call center to be traditional or typical. That’s why it relies heavily on automation and technology to deliver a superior call center experience. But when Polaris decided to ensure a continually improving, consistent customer experience by identifying and documenting standard agent processes, call center leaders realized they were missing a critical element: they couldn’t measure the quality and consistency of the multi-channel interactions between agents and the 1,800 dealers in Polaris’ global dealer network. Leaders needed to quickly find a solution that would integrate information from multiple communication channels—primarily phone calls and website inquiries—into one comprehensive report.

With Calabrio WFM and Quality Management, Polaris call center leaders maintain greater confidence in the quality of service delivered by all of its agents and teams, and the quality of evaluations delivered by managers. By integrating multiple channels—phone and online interactions—into its quality monitoring strategy, Polaris can more comprehensively evaluate support services and more easily report the information to leadership. There’s greater consistency across teams since everyone clearly understands what’s expected of them. And, thanks to simplified case scoring and the knowledge that scores are based on a standard set of metrics, agents are more satisfied and better able to self-direct their work. In addition, Polaris now can monitor service level changes when the Ask Polaris feature goes down to ensure greater consistency and communications across teams regardless of the application.