CONTACT CENTER QUALITY CONTROL

Enables to monitor the agent performance, providing tools that contribute to strengthen continuous improvement of quality processes, and achieving total customer satisfaction

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Quality module simplifies contact center operations monitoring. At the same time, it minimizes the risks asociated to agent performance and permits identify improvement processes within the organization to optimize campaing results

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FEATURES


FORMS

Create flexible evaluation templates, with multiple criterio and questions.

AUDIO & SCREEN

Allows choosing recording type (format or contacting channel) according to each business requirement

RECORDER INTEGRATION

Direct integration with Mitrol Recorder giving access to audio, video and context files of each interaction.

DESIGN FLEXIBILITY

Create appropriate evaluation forms, design online what you need to evaluate in a personalized way

ACHIVING BETTER OPERATION RESULTS IN CONTACT CENTER

OPERATIONS EVALUATOR

Search all the stored interactions through combinable filters:
  • Date, hour and length
  • Company, campaign, agents group and particular agent
  • ANI, ID, or CRM tracking number
  • Inbound/Outbound
  • Lenght (minimum, máximum)
  • Bookmarks
  • Number of holds, mutes, and more
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