Aspect^® Quality Monitoring^™: Quality Management Solutions, Thoughtfully Designed

Overview

A Comprehensive View of Quality

Aspect Quality Monitoring software allows customer interactions to be evaluated by all parties, including supervisors, agents and automated analytics systems, enabling you to extract valuable perspectives on quality so you can best coach agents in relevant areas for improvement.

Evaluate quality from all perspectives
Calibrate quality scores to ensure consistency and perceived fairness
Monitor agents’ audio and screen interactions in real time
Integrate Performance Management capabilities for balanced scorecards and full coaching workflows
Add Workforce and Interaction Analytics for powerful speech analytics capabilities

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Capabilities

A Modern, Intuitive Graphic User Interface that Employees Love

Created using UI best practices from Apple, Google, and Microsoft with ease of use in mind, Aspect Quality Management offers agents and staff an amazingly simple user interface.

A highly simplified, web-based graphical user interface
Responsive web design supports all major browsers
Thoughtful screen design to make quality management and monitoring processes as simple as possible

Automate the Quality Process with Speech Analytics

Speech analytics technology has seen major advances in just the past few years, becoming an absolute necessity for a truly effective quality assurance process. The Quality Analytics option in Aspect Quality Management allows you to:

Sample 100% of calls rather than typical manual sampling of less than 1%
Create an objective baseline for calibration
Automatically categorize calls to keep tabs on what is happening in your business
Enable ad hoc search on interactions using keywords and phrases
Listen to recorded interactions directly within the Aspect evaluation interface

Preserve Interaction History with Call and Screen Recording

Quickly and easily retrieve full-time recordings of call and screen interactions with Aspect^® Recording^™ software. Create a valuable repository of interaction recordings for data mining, speech analytics and for measuring individual agent quality.

Compatible with most commonly used ACDs
Record only those interactions you want using business rules to reduce storage cost
Includes Aspect^® SecureAgent^™ pause/resume capability for PCI compliance
Built-in 256-bit AES encryption for PCI and HIPAA compliance
Easy access using time and date stamp or metadata such as customer account number or agent ID

Consultancy

Aspect Professional Services for Quality Management

Customize Your Quality Management Solution

Simplified monitoring, recording and interpretation of interaction data is critical to any quality monitoring process. The Aspect Professional Services team has the years of professional experience and technical expertise necessary to develop and implement specialized applications that extend the capabilities of your Aspect Quality Management solution.

Explore the Aspect Innovations Exchange marketplace for ready-made, add-on applications.

Case Study

RCN Solved their Agent Quality Control Problem with the Aspect WFO Suite

RCN undertook a change in their strategic direction, opting to focus more on customer experience and the productivity of agents. After implementing Aspect Quality Management and some other Aspect WFO solutions, they were able to achieve a 15% improvement in Agent Quality and a 20% increase in transactional sales.

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Glossary

What is Quality Management Software/Quality Monitoring Software?

Quality management software/quality monitoring software is a tool that allows contact center managers to monitor and measure the performance of individual agents using key performance indicators (KPIs) and to track the overall performance of the contact center in achieving its business objectives, which may include achievement of first-call resolution, post-call measures of customer satisfaction, lead generation, or other measures of performance.

Monitoring and managing quality on the individual agent level often starts with recording some percentage of agent calls, which can then be scored against each contact center’s key metrics. This can be used to optimize agent assignment for skills-based routing and to identify knowledge gaps that can be rectified with additional agent training. The use of dashboards can streamline data-driven quality management for contact center supervisors, making it easy to assess hold time, average call handling time, and measures of customer satisfaction, alongside custom reporting on specific business goals.

Resources