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WinQM Recording and Quality Monitoring for Call Centers
The WinQM suite is loaded with features for the call center and general business organization implementing and quality assurance program to improve customer service. WinQM is a scalable application with an innovative web browser interface that can be easily implemented and utilized by any supervisor regardless where they are located.
WinQM can be implemented with traditional phone system platforms as well as the latest VoIP communication servers. WinQM supports IP recording without the need for expensive CTI software. A variety of recording methods are supported.
WinQM can be implemented with traditional phone system platforms as well as the latest VoIP communication servers. WinQM supports IP recording without the need for expensive CTI software. A variety of recording methods are supported.
The power of WinQM is evidenced by its flexible evaluation forms wizard. Customized agent grading forms can be created to fit the need of any quality assurance program. Specific grading forms can be created for different agent groups based upon their group within the center. Supervisors review agent-customer interaction while completing the evaluation form. Reports are included to help define individual agent and group performance metrics. Additionally, supervisors can watch the recorded agent screen activity to verify efficient use of call center applications.
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