Overview

This guide is for contact center supervisors who manage quality assurance projects, design evaluation forms or evaluate and score interactions.

Verba Performance and Quality Management system provides an easy-to-use and flexible solution for developing quality management system in a contact center. A key part of this framework is the agent scoring component.

Quality Management Process

You can use Verba to improve the quality of your contact center in 4 steps:

Establish quality management criteria - You can do this by designing your evaluation forms
Identify the scope of your quality management work - In Verba, this is achieved by setting up evaluation projects
Evaluate interactions - This is an ongoing work, where you are evaluating and scoring interactions
Follow results - You can use reporting and dashboards to follow quality assurance progress

Features

Easy-to-use evaluation forms

Intuitive, user friendly, web based interface with drag & drop features
Entirely integrated into the Verba Recording System framework
Multiple question types with appearance control (radio, listbox, etc.)
Weighting (sections, questions)
Skill assignment feature for questions to provide an additional layer of evaluation
Form auto fail options for each question
Default value settings
30+ configurable form and call detail fields displayed on the scorecard

Flexible selection of interactions for evaluation and scoring

Project based framework
Option for group/agent based call selection
Mathematically and statistically correct random selection
Configurable access control for supervisors
Score classification settings
Interactions for scoring are automatically presented for the supervisors in the project
Integrated Verba Player with all the features including enhanced playback controls, markers, etc.
Support for sharing and discussing scorecard information with agents
Supervisor calibration

Quality Management Guide