Reviewers (our word for people who listen to other people's calls) have the flexibility to define any number of “question templates” for quality monitoring agent calls.
Following evaluation, agents not only have the ability to review their own calls, they may also receive automatically scheduled web-training courses based on their scores using our e-learning optional module. This improves skill levels, increases agent motivation and ultimately improves customer service and potential revenues.
Optimise also plays a significant role in reducing the level of agent churn in the contact centre, directly reducing the huge cost of hiring and training of replacement agents.