Digital Speech’s Quality Management Application enables you to monitor your agents’ interactions and drive improvement with minimal impact on time and resources.
- Evaluator Workflow Management
- Easily tag calls for evaluation
- Automatically flag calls based on call attributes or random calls per agent or group
- Manage evaluator task lists and due dates
- Evaluation-form Creation
- Build as many forms with as many questions as you need.
- Configure default answers for quicker grading.
- Add different weighting for specific questions.
- Auto-grading categories with color codes for pre-set score ranges.
- Auto-fail for critical questions or sections.
- Web-based playback while scoring.
- Attach call segments to specific questions to illustrate reason for specific grades.
- Identify opportunities for coaching and training.
- Performance Report Creation
- Understand and evaluate overall agent performance with standard and custom reports.
- Roll-up results for overall evaluation.
- Drill-down to individual recordings for specific, individualized training.
- Identify areas of excellence for recognition.
- Identify areas of relative weakness and opportunities for improvement.
Why Choose Us?
Digital Speech has been providing the most advanced communications systems to Enterprises and Government Agencies since 1983. Our customizable products and services will enhance the efficiency and effectiveness of your organization and our world-class customer support is second to none.
Ease of Use
Specialized, intuitive user interfaces customized for your application.
Excellent Customer Support
World-class highly trained customer support 24/7/365.