Quality Management Guide

Overview

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: 

1. Establish quality management criteria - You can do this by designing your evaluation forms
2. Identify the scope of your quality management work - In Verba, this is achieved by setting up evaluation projects
3. Evaluate interactions - This is an ongoing work, where you are evaluating and scoring interactions
4. 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

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