RepsMate - Make interactions count

Traditional Quality Management Strategy - For more than 40 years, contact center quality assurance (QA) has been a foundational part of enhancing agent performance, ensuring compliance, and improving the customer experience.

QA procedures in contact centers suffer from inefficiencies across entire organizations:

• Low Coverage Volume - Only 3-5% of interactions are actually analyzed. As a result, 5-10 interactions are typically quality checked per agent per month. It begs the question, what if you happen to QA a top agent’s two worst calls of the month?
• Manual Processes - In most cases, the QA process is entirely manual, meaning, analysts use multiple systems and spreadsheets just to quality check a single interaction.
• Subjective Scoring - Analysis is subjective - it’s up to each evaluator, that scores interactions differently. Scoring isn’t scientific and data-driven.
• Quantity of Agent Feedback - With a subset of the total insights, training teams cannot effectively tailor coaching programs relevant to individual agents. As a result, they’re compelled to train entire teams on general topics.
• Quality of Agent Feedback - Performance standards aren’t clear. How can teams effectively improve performance if they can’t make data-driven decisions.

• Saves up to 80% of quality and compliance monitoring-related costs
• It helps managers to:
• deliver high-quality feedback
• eliminated 100% of random evaluation
• evaluate 9x faster
• identify representatives' improving opportunities
• It standardizes the QA process across the whole workforce
• Identifies customer's needs and preferences to assist business decisions
• Customizable reports and insights based on your needs