Call Quality Calibration
Customer satisfaction is the strongest indicator of a successful agent. That's why Autonomy etalk Consulting Services and Convergys Knowledge Management Services have teamed to bring you Call Quality Calibration (CQC), an innovative solution designed to align agent quality control data with the “voice of the customer.” CQC provides a best-practice approach to objectively review and validate the process of evaluating customer contact personnel, and it ensures that this investment pays dividends in improved customer service and satisfaction. CQC transforms what may be simply a process compliance system into a valuable diagnostic tool powered by customer insights and invaluable agent training and coaching. Deployment of this solution lets you:
- Set the performance bar and reduce the “gap” between agent evaluation and customer satisfaction scores
- Increase customer satisfaction and loyalty through targeted agent training and coaching
- Reduce time and cost associated with evaluation processes through a streamlined performance scorecard
- Improve agent coaching with greater emphasis on relevant issues
- Recommend actions when behaviors or processes have a negative impact on customer satisfaction
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Autonomy Group Customers
