“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 management and actionable quality evaluations and feedback that keep agents engaged and drive ongoing performance improvement.
Quality Management One-PagerGet 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.
Request a demo to see for yourself how Centrical drives employee engagement, performance, and growth for the world’s leading organizations.
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