Quality monitoring

The agent evaluation application is a fully integrated, browser-based quality-monitoring solution for recording and evaluating telephone calls. It identifies areas where agents' performance can be improved and will play an important role in enhancing the delivery of the highest levels of customer service. Using the same intuitive user interface as other call recording solutions offered by Oxilio, it makes creating individual projects and campaigns a simple process.

Organizations of all sizes across Canada rely on Oxilio's quality monitoring solution to evaluate the performance of their agents and improve productivity while complying with corporate procedures.

Benefits

• An integrated solution that includes not only Cybertech's voice and screen capture applications but also an agent evaluation application
• Quick and easy creation of campaigns, evaluations and project reports
• Easy-to-perform evaluations and comments added to a call in the same window
• User-friendly application with a familiar, standard interface; low implementation costs due to compatibility with standard hardware and software

Features

The Cybertech evaluation application makes it easy to analyze call quality and enhance the workflow process thanks to the following features:

• Automatic schedules can be set up to select recorded calls for evaluation
• Customized evaluation forms can be quickly and easily designed with configurable sections, questions and answer types
• Calls for evaluation can be assigned to supervisors
• Personal observations and remarks can be added to calls
• All evaluations can be reviewed
• Graphical evaluation reports deliver high levels of management information