AQM plays an important role in maintaining and managing quality. Call Center, helping businesses create many factors to increase competitive advantage, bringing perfect experiences to customers. Call recording and screen monitoring are necessary criteria to evaluate the effectiveness of call center staff.
What is AQM?
AQM is an acronym for Advanced Quality Management (Quality Management and Control). AQM in switchboard operations includes: call recording applications, monitoring of switchboard operators' work screens, notes and advanced searching on recordings.
Call recording is an application that records the entire conversation content of incoming and outgoing calls to help managers check and evaluate quality, train employees or resolve complaints when needed. All recording files are stored for a certain period of time in the internal database system. Storage time depends on the needs of the operating unit.
Why is quality control necessary when operating a switchboard?
Quality control helps managers know the overall efficiency and performance of the call center. This activity also helps businesses control KPI evaluation criteria such as: SLA, CSAT, NPS, etc. From there, businesses can develop business strategies and methods to improve services better, meet customer experiences well...
See more useful: KPIs in Call center operations
Quality control by what tools?
With a large volume of calls and many recordings, it takes time for managers to evaluate the results, and the efficiency is not guaranteed. Usually, an employee QA (Quality Assurance) – Quality control, maximum playback only 2 – 8% on the total number of calls of the entire switchboard.
On the other hand, statistics evaluating the work results of telephone operators are entered manually, which is time-consuming, does not guarantee absolute accuracy, and has low storage capacity.
Nowadays, to effectively exploit the management and evaluation of call recording work, quality control software is necessary. With its superior features, AQM software has completely liberated time-consuming manual work, improving the working efficiency of call center agents.
Therefore, BellSystem24 Vietnam provides AQM tools with Outstanding features like:
- Call Screen Recording
This feature allows managers to observe the operator's ability to operate directly on the screen when interacting with customers.
- Advanced monitoring features
Quality management software is integrated into the Call center system, providing additional real-time management tools: call eavesdropping, screen viewing... Managers can "remind" phone operators, providing the best customer support in special situations.
- Evaluation form
AQM software allows managers to design their own evaluation tables according to work needs. With just a click of the mouse, the system features from call recordings/screen recordings to evaluation forms appear on the same working interface screen, convenient to operate.
Typical evaluation forms have the following basic criteria: problem solving skills, problem handling time, professional knowledge, number of call transfers, etc.
- Take notes on the recording
This is a special feature that helps Call Center managers and Training departments have real case studies to train new employees. During the evaluation, the system allows direct notes on the recording at specific time points, and the operators can review those notes to improve call quality.
- Automated QA
Automated call quality assessment using the application Speech-to-text, sentiment analysis and scored based on pre-programmed criteria, based on a large volume of keywords and standard sentence patterns.
BellSystem24 Vietnam We are proud to be the leading unit in implementing integrated AQM software solutions and Contact Center systems in Vietnam. With more than 14 years of experience in operating call centers, we clearly understand the problems that Vietnamese businesses are facing in quality control. Deploy automated QA and increase call center performance for your business?
