Email UsContact Centre Quality - Infinity QA
In regulated industries contact centres have a duty to comply with best practices defined by the industry regulator; failing to do so results in significant fines or being forced to suspend activity. For regulated and non-regulated contact centres, quality of service is one of the most important factors in driving operational efficiency, business effectiveness and customer satisfaction. Infinity QA is a new approach to Quality Assurance. It provides a simple and effective way for managers to control the quality of their operation, ensure full compliance in regulated environments and continually raise quality standards.
How Does It Work?
With Infinity QA, supervisors, managers and compliance officers can define the customer interactions they wish to review. For example, calls resulting in sales, calls of abnormal duration or calls to particular customer types can all be automatically pushed for review. Managers and compliance officers can then score each call through user defined screen-based forms. These intelligent forms dramatically reduce the time required to perform evaluations, while also ensuring consistency.
A unique benefit of Infinity QA is the in-built functionality that enforces corrective action. By identifying a major issue, (or cumulatively identifying minor issues) problems are automatically flagged for corrective action. Infinity QA then forces this corrective action to be taken in the form of a customer follow-up or training and coaching for the agent.
Infinity QA:
- Works with any call recording solution
- Provides demonstrable compliance reporting for FSA, Ofgem, Ofcom etc.
- Is available for rental or purchase
To download our Infinity QA datasheet, please go to our Information page.
The Benefits Of Infinity QA
Infinity QA helps contact centres drive consistency in the service they offer and enables continual, rolling improvement. An improved service gives greater customer satisfaction and ultimately helps retain long-term profitable customers. For agents, Infinity QA delivers effective and factual feedback on performance, and data based evaluations can be used to drive training and direct coaching to improve performance. We have a short video presentation about the benefits of Infinity QA. View the video. Alternatively, we have a short presentation showing how Infinity QA can impact your business.
Compliance
Compliance officers can ensure that every call flagged is reviewed and consistently evaluated. Defining corrective action and then tracking this action with audit trails not only demonstrates full compliance, but also reduces the cost associated with such compliance.
Rapid Deployment
Infinity QA is a stand-alone application that can be deployed using an organisation"s existing call recording infrastructure, or can be deployed without the need for call recording. The solution is supplied with a set of templates to enable rapid deployment with an intuitive form building tool that enables you to quickly configure the application to meet your own specific requirements.