For contact centres to be successful, monitoring and maintaining quality standards is essential. But many are yet to find a QA solution that is easy to work with. Only 1-2% of calls received by centres are evaluated as the process can be complicated for assessors, creating inconsistency in how assessments are carried out.
Our SmartAgent desktop application is not just the ultimate tool for your agents to handle contact effectively. It also gives quality assessors an edge when it comes to managing contact centre operations and bringing the best out of your agent workforce. Thanks to a set of user-centred features for omnichannel QA, SmartAgent is the only product your contact centre will need for maintaining and raising standards.
SmartAgent is built on Amazon Connect and a combination of AWS tools that form a best-practice contact centre solution. Contact Lens is a Connect feature that analyses voice contact, providing transcriptions, sentiment insights, call summaries and more to give a comprehensive overview of customer conversations.
We utilise Contact Lens in SmartAgent so that your quality assessors can learn as much as possible about your voice channel and how agents are interacting on it.
Customers expect quality service from multiple channels. Companies today are incorporating email, social and more into their voice and text-based omnichannel setups. But offering these channels is only part of the solution. Maintaining quality at all the points your customers engage with agents is vital for providing the best customer experience.
SmartAgent’s QA plugin works across every available contact channel. Assessors use in-app forms to mark the quality of the contact they’ve selected, which can be applied for voice, chat, email or social contact. This enables you to see which channels your agents are performing best on and helps you understand the state of your omnichannel CX.
Assessing omnichannel contact has never been easier thanks to SmartAgent QA. The immediate score failing feature means forms can be automatically failed if any given section is marked 0, or another percentage of the client's choice, so your form scoring can be weighted more proportionally.
Every contact centre is different. Metrics and quality standards will be specific to you and your agents, so it’s important that your assessors are checking for the right things that are most meaningful to your contact centre.
With the SmartAgent QA plugin, you can configure your quality assessment tools so they are measuring contact in the way that is important to you. Assessment forms and scoring profiles can be adapted by your administrators through self-service, to create a more personalised quality assessment that can be updated at any time.
The immediate score failing feature means forms can be automatically failed if any given section is marked 0, or another percentage of the client's choice, so your form scoring can be weighted more proportionally. You can also include question branching in your forms, creating a smoother, linked-up journey for those carrying out your QM. Assessing omnichannel contact has never been easier thanks to the enhanced functionality of SmartAgent QA, built the way that best suits your assessors.
To maintain consistency in your quality assurance processes, you’ll want to test the different approaches of your assessors against the same contact.
SmartAgent QA comes with a calibration module, which helps ensure consistency across your QA processes by allowing multiple assessors to score the same contact, so any deviation in results can be easily identified. Not only does this help you track the quality of contact handling taking place, but also increases uniformity of your assessment process and raise the standard of your assessors.
The QA plugin comes as a standard feature of SmartAgent, so your contact centre can benefit from various QA tools as soon as you’ve implemented. All our QA tools can be used within the single desktop view of the SmartAgent application – you won’t need any third-party apps, or to change your device window.
We’ve simplified the quality management process so that our clients can implement efficient QA processes that work for them. Not only can you use SmartAgent to accelerate and improve contact handling, but you can also build consistency and raise quality standards with the application.
To experience the power of SmartAgent for yourself, simply reach out to us to find out how we can transform your contact centre.