Agent Performance Evaluation
Performance improvement requires fair and balanced reviews across all agents. Autonomy etalk's agent performance evaluations improve efficiency and deliver consistent and effective agent assessment to quickly identify coaching opportunities. Autonomy etalk additionally eliminates unnecessary paperwork by delivering evaluations and calibration sessions directly through the Qfiniti Desktop user interface. Qfiniti Advise is the industry's most complete system for measuring and evaluating agent performance accurately and consistently. Customized question branching and answer scoring ensure consistency and uniformity across teams, as well as automatic trending and root cause analysis. Advise enables quality managers to establish performance criteria to effectively evaluate, analyze and maintain the quality of their agents. Benefits:
- Centralized management that supports enterprise-wide quality performance
- Consistent quality data and evaluation results
- Greater efficiency through fast and precise evaluation process
- Flexible evaluation planning, measurement and analysis
- Proven ROI benefits of higher productivity and enhanced customer satisfaction
Qfiniti Advise improves the efficiency of the evaluation process for the immediate identification of coaching and training opportunities in the contact center. By easily creating and modifying evaluations online, Advise eliminates paperwork and greatly reduces the manual steps needed to complete the evaluation process. Advise uses a variety of easy-to-use scoring and navigation features to make the process of completing evaluations simple and relevant to each type of transaction monitored.
- User-defined Questions and Scoring
- Advanced Scoring Options
- Non-applicable Questions
- Non-scoring Questions
- Auto Answer
- Auto Fail
- Weighting
- Form Version Control
Qfiniti Advise lets contact center managers quickly track and analyze processes to help uncover the root cause of poor performance, productivity and operations, revealing opportunities for proactive improvement in your training program.
- Non-scoring Questions
- Multiple Answer Selections
- Classifications
- Question Branching
Embedded coaching comments and questions linked to specific recordings allow coaches to tailor learning sessions to the needs of each agent. The self-evaluation options allow agents to review their own performance and to reinforce supervisor coaching.
- Link to Expert eLearning Modules
- Link to Qfiniti Observe Recordings
- Coaching Comments and Alerts
- Perform Self-Evaluations
Qfiniti Advise creates a single, centralized data repository for all quality-related information. This centralized data source supports sophisticated reporting and analysis and enables users to easily collect and distribute performance-related data throughout the enterprise. Drill-down capabilities provide a simplified view of behavioral, agent, group and site trends so users can easily identify training and coaching opportunities. Additionally, quality, compliance and activity progress can be tracked through online or emailed status reports, ensuring quality management tasks are completed and verified.
Online calibration reviews can supplement or reduce the need for traditional quality team calibration sessions while customized question and answer scoring tips help ensure the consistency of evaluation scores. Evaluations can also be performed on quality teams or supervisors to help improve scoring or coaching techniques. Qfiniti's enterprise analysis options are available to further review uniformity among evaluators.
"What's really exciting about [Autonomy etalk's] technology to us is the potential to dramatically increase first call resolution. We're dedicated to ensuring our clients' customers receive the best possible service experience."
Rhonda Chatman, Quality Assurance Manager, PFSWeb
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Autonomy Group Customers
