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infinityoverview:quality_monitoring [2008/05/21 12:51] bkane		infinityoverview:quality_monitoring [2008/10/02 17:32] (current) bkane
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	===== Quality Assurance =====		===== Quality Assurance =====
-	Quality Assurance has become an essential ‘must have’ for all contact centres. Whether you’re organisation is regulated by the DMA, FSA, Ofcom, Ofgem or Energy Watch, increasingly contact centres must be able to demonstrate tight control over their business activities. Most contact centres still find themselves managing QA with paper based processes and bulging filing cabinets. Infinity CCS have a solution that avoids paperwork all together.	+	Quality Assurance has become an essential ‘must have’ for all contact centres. Whether you’re organisation is regulated by the DMA, FSA, Ofcom, Ofgem or Energy Watch, increasingly contact centres must be able to demonstrate tight control over {{ infinityoverview:basic_qa_flow_reduced.jpg|}}
-	{{ infinityoverview:basic_qa_flow_reduced.jpg|}}	+	their business activities. Most contact centres still find themselves managing QA with paper based processes and bulging filing cabinets. Infinity CCS have a solution that avoids paperwork all together.
	By using electronic signatures Infinity QA ensures complete electronic audit trails of all QA activity, from scheduling of QA cycles, to scoring agents quality performance, to red flagging non-compliant calls, recording of training and coaching sessions and follow up activities. The output from the system is a two dimensional view of agent and team performance based on quality and sales performance combined.		By using electronic signatures Infinity QA ensures complete electronic audit trails of all QA activity, from scheduling of QA cycles, to scoring agents quality performance, to red flagging non-compliant calls, recording of training and coaching sessions and follow up activities. The output from the system is a two dimensional view of agent and team performance based on quality and sales performance combined.
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	Demonstrating control over QA at the touch of a button via a QA specific dashboard gives regulators, watchdogs and customers alike a great deal of confidence in your organisations ability to adhere to regulations and provides a wider perception that you are in control of your business.		Demonstrating control over QA at the touch of a button via a QA specific dashboard gives regulators, watchdogs and customers alike a great deal of confidence in your organisations ability to adhere to regulations and provides a wider perception that you are in control of your business.
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	==== Driving the QA Process ====		==== Driving the QA Process ====
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	from a representative sample of calls for a given		from a representative sample of calls for a given
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-	{{infinityoverview:management_db_agent_specific.jpg|}}
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	==== What is it? ====		==== What is it? ====
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	* Call Recording is software and a physical connector for your agents telephone that records the conversation using the PC sound card; storing the file locally or centrally on your network servers.		* Call Recording is software and a physical connector for your agents telephone that records the conversation using the PC sound card; storing the file locally or centrally on your network servers.
	* Quality Monitoring is an integrated module used by your QA team to perform assessments of your agents whilst listening in and viewing data collected during calls.		* Quality Monitoring is an integrated module used by your QA team to perform assessments of your agents whilst listening in and viewing data collected during calls.
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	==== How does it help in a call centre? ====		==== How does it help in a call centre? ====
-	* Your QA team – will have an automated tool to schedule QA assessments, manage their compliancy obligations (with audit trails) and no longer have to rely on paper forms stored in filing cabinets.	+	{{infinityoverview:management_db_agent_specific.jpg |}}
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		+	* Your QA team - will have an automated tool to schedule QA * assessments, manage their compliancy obligations (with audit trails) and no longer have to rely on paper forms stored in filing cabinets.
	* Your Customers – can quickly obtain call recordings of all or specific contacts, along with regular QA reports and training plans.		* Your Customers – can quickly obtain call recordings of all or specific contacts, along with regular QA reports and training plans.
-	* Your Agents – can review and acknowledge recent QA scores, comment on the results and notes entered. They can also request training for tasks they would like more help with.	+	* Your Agents - can review and acknowledge recent QA scores, comment on the results and notes entered. They can also request training for tasks they would like more help with.
-	* Your IT people – The IT team are un-affected by the software as it’s designed so that the QA team are totally self sufficient.	+	* Your IT people - The IT team are un-affected by the software as it’s designed so that the QA team are totally self sufficient.
-	* Your Operational people – will use dashboards to give visibility of QA and operational performance by campaign or agent. Can quickly identify non-compliant (red) calls and assists with coaching and appraisals.	+	* Your Operational people - will use dashboards to give visibility of QA and operational performance by campaign or agent. Can quickly identify non-compliant (red) calls and assists with coaching and appraisals.
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		+	==== What the Users Think ====
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		+	* 'User Friendly.' - Quality Assurance
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		+	* 'You only have to do one form on it, and you know how to use it, it’s so simple.' - Quality Assurance
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		+	* 'I’ve worked in six call centres and this is one of the best systems I’ve used.' - Quality Assurance
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		+	* 'It makes it much easier without the paperwork' - Team Leader
-	{{infinitydocumentation:block6.gif|}} [[infinitydocumentation:qa|Quality Monitoring]]	+	{{:block6.gif|}} [[infinitydocumentation:qa|Quality Monitoring Documentation]]