Service & support

Quality Monitoring

Contact center quality monitoring software for coaching and training of agents

Contact center quality monitoring software makes it possible to value customer contacts and to evaluate them against the objectives, standards and values ​​of your organization. Bumicom's Webcoach quality monitoring software solutions work with evaluation forms that can be drawn up by your organization itself.

After evaluating recorder telephone calls of the contact center agents, for example, the results can be processed into valuable reports. These reports provide the contact center organization with insight in quality and the progress and development of departments and agents. Visual reports or score reports clarify how the agents are performing and provide insight into concrete areas for improvement.

Contact center quality monitoring software

Contact center quality monitoring software is ideal to be used for:

  • Structure the process of continuous coaching and training of employees
  • Objectively managing quality
  • Effective coaching of employees
  • Monitoring progress in employee development
  • Measurement of customer satisfaction
  • Initiate and monitor process improvement

Quality monitoring recording planner

As part of our Storavox Webcoach quality monitoring solution, Bumicom provides your organization with a quality monitoring recording planner. With this integrated quality monitoring recording planner, your organization decides for itself which conversations and screen actions are and are not recorded.

Quality Monitoring as a Service

With Webcoach Quality Monitoring as a Service you can evaluate your telephone customer contacts for coaching and training of your agents. Webcoach Quality Monitoring as a Service provides you with a user-friendly and effective coaching application. Our Quality Monitoring as a Service solution is accessible via our secure data center.

Contact center quality monitoring

After recording with voice logging, the recordings are made available for autorized evaluators like team leaders and/or coaches. They then have the opportunity to use these recordings for evaluation, calibration or training of the contact center agents. With Bumicom's developed Storavox Webcoach quality monitoring it is also possible to give call center agents access to their own conversations, evaluated conversations, evaluation forms and evaluation results.

The screen operations recorded with the screen recording engine can be played and evaluated in sync with the recorded phone calls. Combining both recordings creates a complete picture of the oral customer contact, including the administrative processing. The evaluation of complete customer contact leads to results and insights that can be used for process improvement, coaching of agents and customer satisfaction.

The recordings can be assessed with evaluation forms. The evaluation forms can be set up at your own discretion with multiple categories, question types, scoring methods, weightings, free text fields and quality alarms (fatal / non-fatal errors).

A demo or information about quality monitoring software

Are you interested in a quality monitoring application for your contact center and can you use Bumicom's support and solutions well? Get in touch with us. We are happy to discuss with you how we can be of service to you and how we can offer you the best possible call center quality monitoring software solution for your challenge.

Quality Monitoring

Contact center quality monitoring software for coaching and training of agents

Contact center quality monitoring software makes it possible to value customer contacts and to evaluate them against the objectives, standards and values ​​of your organization. Bumicom's Webcoach quality monitoring software solutions work with evaluation forms that can be drawn up by your organization itself.

After evaluating recorder telephone calls of the contact center agents, for example, the results can be processed into valuable reports. These reports provide the contact center organization with insight in quality and the progress and development of departments and agents. Visual reports or score reports clarify how the agents are performing and provide insight into concrete areas for improvement.

Contact center quality monitoring software

Contact center quality monitoring software is ideal to be used for:

  • Structure the process of continuous coaching and training of employees
  • Objectively managing quality
  • Effective coaching of employees
  • Monitoring progress in employee development
  • Measurement of customer satisfaction
  • Initiate and monitor process improvement

Quality monitoring recording planner

As part of our Storavox Webcoach quality monitoring solution, Bumicom provides your organization with a quality monitoring recording planner. With this integrated quality monitoring recording planner, your organization decides for itself which conversations and screen actions are and are not recorded.

Quality Monitoring as a Service

With Webcoach Quality Monitoring as a Service you can evaluate your telephone customer contacts for coaching and training of your agents. Webcoach Quality Monitoring as a Service provides you with a user-friendly and effective coaching application. Our Quality Monitoring as a Service solution is accessible via our secure data center.

Contact center quality monitoring

After recording with voice logging, the recordings are made available for autorized evaluators like team leaders and/or coaches. They then have the opportunity to use these recordings for evaluation, calibration or training of the contact center agents. With Bumicom's developed Storavox Webcoach quality monitoring it is also possible to give call center agents access to their own conversations, evaluated conversations, evaluation forms and evaluation results.

The screen operations recorded with the screen recording engine can be played and evaluated in sync with the recorded phone calls. Combining both recordings creates a complete picture of the oral customer contact, including the administrative processing. The evaluation of complete customer contact leads to results and insights that can be used for process improvement, coaching of agents and customer satisfaction.

The recordings can be assessed with evaluation forms. The evaluation forms can be set up at your own discretion with multiple categories, question types, scoring methods, weightings, free text fields and quality alarms (fatal / non-fatal errors).

A demo or information about quality monitoring software

Are you interested in a quality monitoring application for your contact center and can you use Bumicom's support and solutions well? Get in touch with us. We are happy to discuss with you how we can be of service to you and how we can offer you the best possible call center quality monitoring software solution for your challenge.

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