Improve & Manage Contact Center Performance

Quality Management Suite:

Crystal Quality Quality Management Suite is an advanced call / contact center quality monitoring solution developed in-house by CIS Team. A powerful suite helps organizations identify service gaps, enhancing customer experience by capturing, evaluating and analyzing customer interactions – 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.

Reports: Includes evaluation, scoring, silent monitoring and screen capturing.
Reporting Tool: Web-based application platform has a privately owned scoring form designer.
Easy to Tse: Create scoring forms using the drag & drop method.
RFE (Request for evaluation): Create your own business rules for distributing agent evaluation tasks for supervisors.
Recording & Scoring Statistics: Multiple out-of-the-box report templates which cover most reporting needs.
Templates: Create your own report templates to meet your organization’s rules.
Calibration: Keep all evaluators synchronized throughout the organization.

EVALUATION FORM

CIS 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.
Easy to use, the form additionally enables a non-technical supervisor or evaluator easily create dynamic evaluation forms which meet the needs of each particular contact center.

Crystal Quality® Evaluation Forms contains the following information:

Details: Call details, call type, agent evaluated and evaluator.
Dates: Transaction, date of evaluation, customer profile.
Evaluation Samples: Verification, product/plan knowledge, procedure knowledge, system knowledge, communication skills, resolution, skills.
Q&A scheme.
Scoring – Point values for each question / section of the evaluation form.
Includes: Point values; available & earned. Based on the importance of each section of business / customer, different point values can be assigned.

Recommendation Section: A free-form text box, allows reviewers add written notes.
Tip Features: Follow-up tasks for agents to complete; ie: Take a specific training e-learning course, review as good sample.
Coaching comments
Fully customizable: According to business targets.
Templates: Free form designer & evaluation form – increasingly aids efficiency by drafting forms – saves costs.
Web-based Portal: Quality and Performance is quickly and objectively assessed of local and remote agents.

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.