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Quality AssuranceCentrical

Drive consistent service excellence with AI-powered quality assurance and real-time performance insights.

Vendor

Vendor

Centrical

Company Website

Company Website

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Product details

Elevate the quality monitoring experience

Effective quality monitoring is critical to keeping agents compliant and customers happy. But quality assurance processes are often reactive, disconnected from other aspects of performance management, and transactional – preventing agents and quality analysts from being fully invested in improving quality scores. With Centrical, you can empower your team with a more holistic approach to quality assurance and actionable quality evaluations and feedback that keep agents engaged and drive ongoing performance improvement. 

Features

  • **Inspire agents to improve with Quality KPIs: **Motivate agents to improve quality across the KPIs that matter most to your business with real-time visibility into quality scores and a gamified experience that challenges them to improve daily.
  • **Simplify and improve quality monitoring consistency: **Streamline QA processes and make scoring more consistent with clear guidelines, including parameters for automatic fail. Easily identify root causes (skills, behaviors, knowledge) to trigger effective follow up coaching and learning.
  • **Empower supervisors with real-time quality insights: **Bridge the gap between QA and coaching. Empower supervisors to provide agents effective and personalized feedback by leveraging quality data to identify coaching and recognition opportunities and enabling supervisors to take immediate action with connected coaching conversations and integrated coaching actions (launch an individual performance challenge, send a learning mission, or recognize improvement with a kudos or badge).
  • **Keep quality analysts engaged with gamification: **Make the job of quality assurance evaluators more fun and drive up their productivity by gamifying their experience and rewarding them for meeting quality monitoring goals.
  • **Personalize and scale with dynamic, easy-to-build evaluation and coaching forms: **Configure customizable quality assurance and coaching plans to support any channel (voice, digital), process and business need. Leverage smart segmentation to provide the right level and cadence of evaluations (based on tenure, past performance, knowledge gaps, past quality scores, etc.) and ensure feedback is always timely and relevant.

Benefits

  • **Make quality count: **Get more out of your quality assurance program by keeping your quality analysts and agents fully invested in their performance with gamification, recognition, and rewards.
  • **Build for scale: **Launch your program quickly and drive consistency with fully customizable forms and smart segmentation that assigns the right evaluations to the right agents.
  • **Take immediate action: **Leverage quality evaluations to deliver actionable coaching and recognition insights to supervisors in real-time, including AI-guided feedback recommendations to ensure coaching drives impact.
  • **Optimize operations: **Leverage insights from your quality assurance program to uncover common training and development needs, identify and address recurring customer issues, and minimize costly compliance penalties.
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