Quality is the measuring of the consistency of the customer experience regardless of what channel they choose to use to contact you.
In-gage has a native Salesforce quality assurance and assessments module designed to help you score and measure the quality of your customer service and contact centre. The quality module is flexible and can be customised not only to suit your industry and requirements but allows several types of scoring from yes/no through to variable per question. The integrated appeals process will allow agents and managers to systematically raise questions and queries on their scores.
As the quality form is built directly into Salesforce you can link the scores and learning directly to cases and opportunities. The enhanced reporting will give your frontline team, managers and senior managers insights into the performance of the team, individuals and departments.
With automated personal dashboards, your agents and managers will be able to track and monitor their own performance and, as it’s linked with In-gages other standard modules, drive improvements that will show on the bottom line.