A FLEXIBLE, HIGHLY CUSTOMIZABLE QUALITY MONITORING SOLUTION
Effective management of a call center’s operations should include processes and software for quality monitoring of calls. MediaVault’s quality monitoring features allow you easily review, evaluate and score call recordings for compliance and coaching of agents. From building custom evaluation forms to scoring calls, we make it easy for you to develop and manage your quality monitoring functions.
Create dynamic, flexible forms and scorecards fro agent performance evaluation
Assign point values for questions and sections
Auto-generate total score for evaluation forms
Monitor agent calls, chats and emails while scoring forms simultaneously
Add comments on evaluation forms for follow-up and coaching
Send completed evaluations to agents and schedule follow-up
Discover the Benefits of Quality Monitoring
Easily create standardized quality monitoring forms
Tailor forms for specific interaction types
Provide fact-based, actionable feedback to agents
Standardize monitoring and coaching methodologies across the organization