Calabrio Quality Management
Drive Continual Improvement in Your Customer Experience
SMARTER QUALITY MANAGEMENT.
BETTER CUSTOMER EXPERIENCES.
BETTER CUSTOMER EXPERIENCES.
Every interaction is an opportunity.
Strengthen relationships, deepen loyalty and drive measurable impact across the business. Automate recording and reporting and streamline evaluations—so you can spend more time coaching and leading. Create shorter feedback loops to engage and motivate agents. Use intelligent analytics to focus your attention where it matters most. Let the voice of the customer lead the way to consistent, outstanding customer experiences. Tune out the noise and target the insights you need to meet your contact centre goals and drive business value. Want to know more about Quality Management? Read our complete guide here.
Demands of the New Era
We want to help you resolve the challenges of this new era.
Quality Managers must monitor and coach employees, whether on-site or remote. This includes performing regular evaluations and training to ensure positive customer interactions, while monitoring trends and ensuring compliance. For company leadership, a successful quality programme is key to keeping employees engaged and customers happy.
Calabrio Quality Management allows you to understand the complete agent and customer experience and provide more targeted coaching, no matter where your employees are working – all while helping ensure compliance and improving overall contact centre performance.
Automate and simplify quality management
Create a quality command centre. All your evaluation tools in one place. Access audio and screen recordings and review evaluation forms in a unified view. Customizable dashboards and reports ensure easy access to the information that matters most.
Streamline processes and reporting – Stop manually creating reports. Automate and customise your critical quality management reports. Utilise suite-wide business intelligence tools to see quality management data alongside workforce management and analytics data to get the full picture view.
Automatically monitor system issues. Get immediate notifications. Examine potential errors. Stay ahead of problems and minimise downtime.
Increase employee engagement
Enable timely feedback loops. Monitor calls and agent screen activity live. Evaluate calls, measure performance and give agents the immediate feedback they need. Allow agents to share their best practises with the click of a button.
Motivate agents with healthy competition. Leverage built-in gamification tools. Create benchmarks, set goals and display peer leaderboards. Provide incentives and award badges to inspire competition, reinforce positive behaviours and drive skill growth.
Empower agents to self-coach and self-improve. Customizable dashboards and reports enable agents to keep a watch on their performance throughout the day. This gives agents, especially remote agents, the information they need to self-improve and helps them feel empowered and motivated.
Capture & evaluate every customer interaction
Drive consistency across every channel. Calls, emails, chats, social media—automatically capture and evaluate every interaction for customer service quality.
Keep your customer interactions secure—and easy to access. Meet policies and comply with regulations for data encryption and secure storage.
Easily manage compliance requirements. Leverage manual and automated pause and resume functionality. Evaluate customer interactions to ensure compliance with PCI, HIPAA or other regulations—without losing valuable customer information.
Drive Key Performance Metrics
Deliver immediate results with out-of-the-box evaluations. First contact resolution. Customer satisfaction. Sales effectiveness. Script and compliance adherence. Leverage a pre-built evaluation form library to hit the ground running—or design your own to fit your unique business needs.
Build highly customised reports and dashboards. Target specific contact centre issues. Create non-siloed, holistic reporting that aligns with unique business goals. Contact Centre Managers, Team Leads, Evaluators, Analysts, even Agents have access to customizable dashboards and reports to keep a watch on the metrics that matter most to them.
Let the voice of the customer drive quality improvement. Integrate post-call customer feedback. Reference post-call survey data during playback and evaluation. Automatically attach custom data, such as CRM case number, for deeper insights into the full customer experience when playing back and evaluating calls.
Deliver on-demand analysis. Monitor live calls and see agent screen activity in real time. Provide timely agent feedback, especially for remote agents. Present on-demand KPIs to key stakeholders and drive value across the contact centre and across the business.
See the Bigger Big Picture
Gain a holistic view of the customer experience. Bring together audio and screen recordings with evaluation scores, survey data, workforce management and speech and text analytics results to enable a smart, integrated look at interaction quality.
Drill down to the finest details—quickly. Search efficiently using pre-configured or customizable metadata tagging. Quickly sift through mountains of customer interaction data. Find exactly what you need to gauge performance and drive improvement.
Enable analytics-driven quality assurance. Calabrio Quality Management seamlessly integrates with Calabrio Analytics and Calabrio Advanced Reporting. Extract and share predictive and prescriptive insights anyone can understand. Anticipate needs, optimise processes and focus your attention on the right conversations.
Build the foundation of a modern contact centre in the cloud
Cloud is the expectation for modern contact centres.
Calabrio ONE is the clear first choice for cloud. We have led and continue to lead workforce engagement management in the cloud to give modern contact centres the agility and freedom to meet the moment.
There’s never been a better time to leverage the power of the cloud to unleash the voice-of-the-customer and turn your contact centre into a hub of customer experience intelligence centre that’s ready to meet the increased demands of a new era.
See the unique features and powerful functionality that make Calabrio Quality Management a transformative contact centre technology.
Building stronger customer loyalty and driving revenue through national quality initiatives.
“(Quality Management) offers our supervisors insight on what the day-to-day issues are for the agents. It helps them better serve the agents in terms of training and coaching. It also helps identify issues that the patents have so we can put process in place to address those concerns.”
– Contact Centre Analyst, Piedmont HealthCare
Want to learn more about Quality Management, benefits, different approaches and trends?
See intelligent quality management in action.
Forrester Wave: Workforce Optimisation Report
Looking to see how contact centre WFO vendors stack up against each other? Download the Forrester’s Wave report to find out.
Contact Centre Agent Performance Report
This in-depth Executive Report from CCW looks at what contact centres are doing to ensure that their customer experience investments achieve results.