IMPROVE OPERATIONAL PERFORMANCE
The customer experience is always the main priority. In commerce, quality of service is intrinsic to loyalty and reputation. In public safety, lives can depend on agents answering calls and gathering accurate information quickly. In finance, clear, accurate, and regulatory compliant information is essential.
With Red Box, you can monitor and quality-assess employee performance and provide personalised coaching and training based on real business insight.
AUTOMATED & TARGETED
Best practice in call quality monitoring and performance review suggests an automated, targeted approach. Our Quality Management workflow is designed to align with this methodology.
Automatically select high value calls, schedule and assign them to the right supervisor for evaluation using custom evaluation forms and criteria to capture the right data and insight.
Measure performance in key areas such as call handling and first-call resolution, then summarise and visualise your evaluation data with targeted reports to get the business insights you need.
RAISING THE BAR
Enable identification of training needs and facilitate targeted coaching to provide a pathway for quality improvements. Raise the bar in every area of service to improve operational efficiencies.