Contact Center Quality Management
Reimagine Contact Center Quality Management with conversational intelligence in the contact center.
Qualtrics Contact Center Quality Management allows you to improve service, monitor compliance, and proactively perform service recovery. You can automatically score 100% of the interactions in an unbiased and transparent manner while also keeping the human touch-driven quality management.
Ready to take it a step further?
Qualtrics Contact Center Quality Management allows you to improve service, monitor compliance, and proactively perform service recovery. You can automatically score 100% of the interactions in an unbiased and transparent manner while also keeping the human touch-driven quality management.
- Save costs with automated QA process and compliance processes
- Improve Revenue by increasing KPIs, and retaining customers and top agents.
- Reduce Risk by ensuring agent compliance, avoiding regulatory fines, and maintaining brand reputation.
- Modernize coaching to create a workplace that sets your contact center apart by aligning desired agent behavior with anticipated business outcomes and offering a humanistic approach to coaching that empowers people at every level.
What You Get
Qualtrics provides two complementary Quality Management (QM) solutions you can leverage. These can be used alone or together to optimize your strategic Quality approach at scale
Fully automated quality management
Leverage Qualtrics QM to bring together the best of human and machine QM to build an AI-augmented QM program. You can automate scoring on 100% of interactions (phone, live chat, social care, and more) and equip Quality Assurance (QA) teams with the tools to coach frontline teams at scale and agents individually. Empower your agents and provide accountability so everyone wins:
- Agents benefit from transparent scoring criteria
- Supervisors gain a macro level view across teams
- Quality Auditors leverage a curated queue of coachable moments
- Analysts are immediately aware of new issues
- Teams can close the loop on all interaction types and channels
- Excellent performance from agents is highlighted quickly for wider recognition
Fully automated QM by Qualtrics empowers you to curate smarter criteria, automate QA, analyze behaviors and trigger accountability
Human assisted quality management
Many highly regulated industries require a human touch in the quality management program. Qualtrics provides a human assistant QM that meets regulatory requirements, meets compliance criteria, helps teams take action, and provides sophisticated coaching.
- Meet the regulatory requirement for specific industries like Financial services and healthcare.
- Pick up problems with multiple verification attempts like too many assists/prompts by an agent may unintentionally be assisting fraud.
- Provide an additional layer of identifying tone, interruptions, and nuanced behavioral aspects which become part of a human-led coaching approach.
- Achieve a balance between the volume benefits of automated QA and the personal/cultural aspects of human evaluation.
- Automated Contact Center QM
- Human-assisted QM
- Improve NPS and CSAT
- Agent Compliance
- Monitor performance
- Track improvement
- Complaints handling
- Regulatory compliance
- Customer Experience
- Solution
Human Assisted Quality Management is included in the Customer Care License. Fully Automated Quality Management is an add-on to the CustomerXM Discover License.
Qualtrics does offer additional features and advanced data analytics based on customer needs. If interested, you can request a demo of the entire XM platform.
Services will be decided on a custom basis depending on the scope of the project. Any Qualtrics support issues can be directed to https://www.qualtrics.com/support/ 24 hours a day, 7 days a week.
Additional Resources
- Customer Experience
- Solution
