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Overview

A Comprehensive View of Quality

Aspect Quality Management 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 Quality 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. Aspect® Engagement Analytics™ complements Aspect Quality Management by allowing you to:

  • Sample 100% of calls rather than typical manual sampling of less than 1%
  • Create an objective baseline for calibration
  • Automatically categorise calls to keep tabs on what is happening in your business
  • Enable ad hoc search on interactions using keywords and phrases
  • Automate the identification of important new topics for any set of conversations

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

DEPLOYMENT

Get the Capabilities You Need, Deployed the Way You Want

Aspect’s call centre solutions can be deployed on-premises, hosted, or as a cloud contact centse, offering your organisation the flexibility to deploy applications within the environment that best suits your needs. This also allows you to plan to move to the cloud at your own pace, or continue to utilise the deployment that makes the most sense for your business. Aspect's cloud contact centre platform, Aspect Via® allows your business to adopt applications modularly, adding capabilities to your call centre at your own pace. Aspect® Unified IP® includes all contact centre applications in a single, complete, ready-to-deploy contact centre platform and solution. Aspect solutions also seamlessly integrate with third party applications, allowing data to flow freely across contact centre and workforce optimisation functions and the rest of the enterprise.

Consultancy

Aspect® Professional Services for Quality Management

Customise 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 specialised applications that extend the capabilities of your Aspect Quality Management solution.

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 centre managers to monitor and measure the performance of individual agents using key performance indicators (KPIs) and to track the overall performance of the contact centre 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 centre’s key metrics. This can be used to optimise 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 centre supervisors, making it easy to assess hold time, average call handling time, and measures of customer satisfaction, alongside custom reporting on specific business goals.

 
 
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