Are your QA managers struggling with this, too?
- Manual evaluations are tedious, mind-numbingly dull, and time-consuming.
- Your supervisors are frustrated over wasted time on call reviews and feel overwhelmed by the unmanageable workloads.
- Regardless of your hard work, you still have few fragmented insights into your agents' performance.
- Blind spots and a lack of coherent insight mean your customer service quality and CC efficiency are suffering, and you don't meet your KPIs.
Are you wondering if there is a better way? Now there is!
Score 100% Of Your Calls, Get Full Insights
Contact centers can only evaluate 2 to 5% of their call volume when using manual methods, resulting in a lack of insights. By scoring 100% of your calls, you get a much clearer picture of what is happening in your contact center.
This enables you to clearly identify agents or teams that require more coaching, determine the success of training initiatives, pick out calls that need follow-up, and much more.
Automatic Call Categorization
Automatically categorize your calls by purpose—like sales or support—and instantly apply the correct auto scorecard to each interaction.
Monitor trends and track individual or group performance improvement over time to know exactly how each department, team, or user performs.
Advanced Quality Management Reporting
Monitor trends and track individual or group performance improvement over time to know exactly how each department, team, or user is performing. Using MiaRec’s visualized performance reports you can easily identify any agent’s strengths and areas for improvement.
As a supervisor, you will never be in the dark again. You can view and drill down into call, day, group, user, and agent performance KPI stats, automatically receive call transcription, share evaluation results with the team, trigger weekly email updates, and much more.
"Automated call quality evaluation scorecards will replace hours of manpower currently spent by several team leads performing these call evaluations manually. It would also provide a truer agent performance rating since all calls are rated, not only the ones that are randomly selected.
Victoria Johnston
Director of CX Operations at SymTech
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