Quality Monitoring Application
The LiveOps Quality Monitoring application - part of the LiveOps On-Demand application suite - helps you ensure that every aspect of your call center is performing at peak performance, 100% of the time. It enables you to audit agent calls on a regular and frequent basis and rapidly compile and report on data.
Quality monitoring and reporting on agent activities is essential to any call center - both traditional and virtual. The LiveOps Quality Monitoring application is integrated into every aspect of LiveOps' On-Demand application suite, giving you the ability to address performance issues before they impact SLAs and business outcomes. Key features include the following:
100% Call Recording
To fully understand your call center's performance, you need to continuously listen to and audit the performance of your virtual agents. With LiveOps call recording, all calls are digitally recorded and stored so that you can listen to any call at any time. Immediate access to recordings and automated indexing of calls with corresponding scripts provide you with unlimited visibility into call quality at every level.
Silent Monitoring
Call center managers can listen in and silently monitor any in-progress call to ensure that agents are meeting customer requirements and associated service levels. This feature is also useful during customer escalations, as you can listen to calls, and it can help identify what additional coaching and training might be helpful to improve agent performance.
Auditing Tools
LiveOps' On-Demand application suite provides you with all the tools required to empower select members of your virtual community to audit calls. You can leverage configurable audit forms, audit queues, and consolidated reporting and audit tracking - all part of the LiveOps On-Demand application suite.