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Centrical Expands WEM Capabilities with Integrated Quality Management

Solution elevates the quality assurance experience, leading to a 64% decrease in error rates, and an 84% increase in compliance and safety scores.

New York, London, Tel Aviv, April 18, 2023 – Centrical, the performance experience platform for frontline employees, announced new quality management capabilities for its workforce engagement management solution. Centrical Quality Management is part of a tightly integrated platform that provides frontline agents with a unified experience for managing performance. Agents’ quality scores, along with other KPIs, are gamified to motivate agents to improve, and the platform leverages AI to trigger real-time coaching and relevant microlearning to address performance gaps. The total experience is proven to drive increases in customer satisfaction of upwards of 10%, with a 64% decrease in error rates, and an 84% increase in compliance and safety scores.  

When speaking with Centrical’s VP of Product Marketing, Linat Mart shared, “Traditionally, quality monitoring is a transactional, reactive, and one-size-fits-all process. It is informative but tends to be disconnected from other areas of performance management.  Centrical Quality Management keeps agents and quality analysts invested in quality and compliance through gamification and delivers more impact with AI-guided and personalized actionable feedback that bridges the gap between quality monitoring, coaching, performance management, learning and engagement.”

With Centrical Quality Management, customer-centric organizations can: 

  • Personalize and Scale. Adapt to any business need with customizable, easy-to-build QA forms and provide the right cadence of evaluations with smart segmentation based on performance, knowledge, tenure, and past quality scores.  
  • Drive greater coaching impact. Uncover opportunities for coaching and recognition. Take immediate action by providing targeted and personalized feedback based on performance and save time with AI-guided coaching recommendations based on best practices.  
  • Discover organizational opportunities for improvement. Identify common training and development needs and recurring customer complaints, while minimizing compliance risk. 

Danny Ward, Senior People Development and Quality Manager at Ocado Retail Ltd is one of the first customers using the quality management capability in Centrical, shared, “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.”  

Learn more about Quality Management at Centrical.  

 About Centrical 

Centricalis the Performance Experience Platform, taking Workforce Engagement Management to new heights by powering best-in-class customer experiences for the world’s leading brands through frontline agent and team alignment, engagement, and performance optimization.The platform provides a unified employee experience powered by gamification and AI that personally guides and inspires the success and growth of every individual through AI-driven performance,coaching andquality management, personalized microlearning,and voice of the employee. 

Centrical was founded in 2013 and serves customers in 150 countries in 40 different languages. Centrical has offices in New York, Tel-Aviv, and London and customers include leading multinational enterprises such as Microsoft, Teleperformance, Webhelp,Synchrony Financial, and more. 

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