dvsAnalytics’ Quality Management & eCoaching
Startel is a proud reseller of dvsAnalytics’ Encore™ Suite, which includes Call & Screen Recording, Quality Management and Reporting & Analytics. Encore Quality Management takes QM to an entirely new level. Contact center managers are continually challenged with finding time to coach agents for performance improvement. Encore’s innovative and comprehensive approach to quality management and agent coaching solves this problem. While one-on-one, live coaching will always be effective, automated coaching assignments linked to eLearning tutorials or documents can virtually guarantee that coaching takes place for every unacceptable score. This is precisely what Encore’s exclusive eCoaching feature does for your quality management program.
With Encore Quality Management, you can:
CREATE EVALUATIONS TO ASSESS AGENT PERFORMANCE
Supervisors can build and modify evaluations to assess agent performance on specific key performance indicators (KPIs), gather business intelligence, and monitor the company’s core values.
USE THE EVALUATIONS FOR COACHING OPPORTUNITIES
As supervisors conduct evaluations, scores are tabulated by question, scoring category, and overall evaluation. Encore’s QM eCoaching tool is automatically queued to send assignments to an agent when they score at or below the predetermined “unacceptable” threshold.
TRACK AND MEASURE AGENT PROGRESS
An agent will receive an email notifying them that they have been assigned an eCoaching module and prompting them to log into Encore to complete the assignments. Both agents and supervisors can view an assignment’s status – completed, in process, not started, or overdue.
VIEW REPORTS TO FINE-TUNE COACHING
For more in-depth feedback on an agent’s performance, a supervisor can generate one of Encore’s Quality Management reports. Based on this feedback, supervisors can modify evaluations, create new eCoaching modules, and track the progress of these changes.
USE THE SURVEYS TO EVALUATE AGENT PERFORMANCE
Following each customer call, Encore automatically sends an agent satisfaction survey. Once collected, this feedback is then associated with the particular agent, thereby adding a critical new dimension to his/her performance evaluation.