Call Quality Scorecards for Your Contact Center

Call Quality Scoring Made Easy

Call center quality assurance scorecards are an important element of any quality management (QM) and quality assurance program. There are many call recording solutions on the market that don’t provide call scoring. Monet Quality is different. Call scoring is tightly integrated into the overall Workforce Optimization suite and offers a unified solution with the call recording capabilities. Monet Quality makes it very easy for managers or supervisors to find recorded calls, assess them based on custom scorecards and then securely save them for later retrieval, reporting and sharing. Managers can review the call together with the agent, highlighting actual examples from the call to illustrate key learning points. Monet Quality also allows managers to provide specific feedback and create custom coaching agreements with specific performance goals.

Quality management scorecards offer a valuable reference tool for determining which agents are doing well, which are missing key components of their customer interaction, and which need additional training.

To learn more about why call scoring should be part of your overall quality strategy, please read our new whitepaper 7 Strategies for More Effective Quality Assurance in your Call Center.

Contact us to learn more and see Monet Quality with Screen Recording in action.

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