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Quality Management Suite
The CIS Quality Management Suite is an advanced call center quality monitoring solution developed in-house by CIS. This powerful suite helps organizations identify service gaps, enhancing customer experience by capturing, evaluating and analyzing customer interactions. This increases customer loyalty in today’s competitive business environment.
A proprietary report tool and the CIS form designer make it easy to design agent scoreboards and dashboard -style reports in a simple format, making every aspect of the agent call/performance clearly visible.
- Includes evaluation, scoring, silent monitoring, screen capturing and reports.
- The web-based application platform has a privately owned scoring form designer and a powerful reporting tool.
- Easy to use – Create scoring forms using the drag & drop method.
- RFE – Request for evaluation; create your own business rules for distributing agent evaluation tasks for supervisors.
- Multiple out-of-the-box report templates that cover most reporting needs, for recording and scoring statistics.
- Create your own report templates to meet your organization’s rules.
- Calibration - Keep all evaluators synchronized throughout the organization.
Evaluation Form
The evaluation form is the most visible component of the program and is necessary for all QM programs, whether the organization is doing QM manually or using an automated system.
Very easy to use, the form even enables a non-technical supervisor or evaluator to easily create dynamic evaluation forms that meet the needs of each particular contact center.
Crystal Quality® Evaluation Forms contain the following information:
- Call details, call type, agent evaluated and evaluator.
- Date of transaction, date of evaluation, customer profile.
- Samples for evaluation, such as verification, product/plan knowledge,
- procedure knowledge, system knowledge, communication skills, resolution
- skills, etc.
- Q&A scheme.
- Scoring – Point values for each question and section of the evaluation form;
- includes point values, points available and points earned. Based on the
- importance of each section to the business and the customer, different point
- values can be assigned.
- Recommendations – Free – form text box allows reviewers to add written
- advice regarding follow – up tasks for agents to complete, including taking a
- specific e-learning course, reviewing a good sample, etc.
- Coaching comments.
- Fully customizable according to business targets.
- A free form designer, along with several evaluation form templates, help you
- increase efficiency when drafting your own forms and saves the cost.
- Quickly and objectively, assess the quality and performance of local and
- remote agents by using a flexible, web-based portal.
Calibration
Calibration is the key to ensuring that all of your reviewers evaluate transactions consistently, in order to achieve accurate and credible results. This is also the foundation for maintaining initiative and solidarity in company teamwork.
The Crystal Quality® calibration module helps you:
- Keep all evaluators synchronized throughout the entire organization.
- Develop more effective evaluation forms.
- Consistently apply evaluation criteria.
- Enhance your agents’ perception of the program’s credibility and fairness.
- Generate reports to reflect scoring variances for future discussion.
Reports
Crystal Quality® offers a 100% graphic display and a free reporting tool that enables you to customize reports in any format you desire. These comprehensive reports make viewing the status of key metrics easy, so that you can see the effect that improvements will have on those metrics.
These reports significantly increase efficiency for a variety of organizations in building their own specific report templates.
