“One of the ways we are using Centrical is to understand and identify through question banks that cover different processes, technical parts, services, etc. individual strengths, and opportunities, and then to take those results to guide the individual in real-time. We also review the overall results to understand where we need to focus our energy to better improve.”
Effective quality monitoring is critical to keeping agents compliant and customers happy. But quality assurance processes are often reactive, disconnected from other aspects of performance management, and transactional – preventing agents and quality analysts from being fully invested in improving quality scores. With Centrical, you can empower your team with a more holistic approach to quality assurance and actionable quality evaluations and feedback that keep agents engaged and drive ongoing performance improvement.Quality Assurance One-Pager
Get more out of your quality assurance program by keeping your quality analysts and agents fully invested in their performance with gamification, recognition, and rewards.
Launch your program quickly and drive consistency with fully customizable forms and smart segmentation that assigns the right evaluations to the right agents.
Leverage quality evaluations to deliver actionable coaching and recognition insights to supervisors in real-time, including AI-guided feedback recommendations to ensure coaching drives impact.
Leverage insights from your quality assurance program to uncover common training and development needs, identify and address recurring customer issues, and minimize costly compliance penalties.
Motivate agents to improve quality across the KPIs that matter most to your business with real-time visibility into quality scores and a gamified experience that challenges them to improve daily.
Streamline QA processes and make scoring more consistent with clear guidelines, including parameters for automatic fail. Easily identify root causes (skills, behaviors, knowledge) to trigger effective follow up coaching and learning.
Bridge the gap between QA and coaching. Empower supervisors to provide agents effective and personalized feedback by leveraging quality data to identify coaching and recognition opportunities and enabling supervisors to take immediate action with connected coaching conversations and integrated coaching actions (launch an individual performance challenge, send a learning mission, or recognize improvement with a kudos or badge).
Make the job of quality assurance evaluators more fun and drive up their productivity by gamifying their experience and rewarding them for meeting quality monitoring goals.
Configure customizable quality assurance and coaching plans to support any channel (voice, digital), process and business need. Leverage smart segmentation to provide the right level and cadence of evaluations (based on tenure, past performance, knowledge gaps, past quality scores, etc.) and ensure feedback is always timely and relevant.
BPOs and enterprise contact centers see high turnover, and an equally high cost with business disruption. But consider this: according to one study, highly engaged employees are 75% less likely to leave their company. In this article, we’ll dive into what contributes to high attrition rates, the impact attrition has on frontline teams (and the organization), steps to take to fight turnover, and how Centrical can help.Find out more