One of the many frustrations of corporate Quality Assessment programs is how to efficiently get the results and data to the agents so that they are aware of their performance and can make necessary efforts to improve. For years, c wenger group has been delivering our clients’ QA and research data, both team and individual agent reports, directly through our Service Quality Central web portal. Managers and agents can both access their most recent data 24/7/365 with a provided user name and password. Supervisors and Managers can quickly access all of their agents individual QA data from one easy to use source and agents are able to utilize down time to pull up their QA data right at their desk.
Our Service Quality Central website can be branded for each client and offers the flexibility to provide more than just data. We have are able to provide audio and video content. In some cases we’ve uploaded individual agents calls and coaching notes so that they can hear one of their own calls at their leisure, right at their own desk. Training videos, coaching handouts, training manuals can all be shared with agents.
Our clients are busy doing what they do best and the tasks that make them profitable. They don’t want to be burdened with tasks that may be strategic and valuable, but aren’t in their area of expertise. Surveying customers, analyzing calls for quality and compliance, interpreting data trends, and reporting data to the front lines are activities that drain time, energy and resources; Resources that our clients would rather invest in their core business. That’s where c wenger group comes in.
We have over a quarter century experience surveying customers, analyzing phone calls, and turning data into actionable, effective training and coaching solutions. Our Service Quality Central web portal is one of the ways we take the burden off of our clients and deliver effective, measureable value directly to their desktop on an on-going basis.
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