{"id":1948,"date":"2022-04-14T10:11:23","date_gmt":"2022-04-14T03:11:23","guid":{"rendered":"https:\/\/bellbell24vietnam.vn\/?p=1948"},"modified":"2024-06-20T09:44:21","modified_gmt":"2024-06-20T09:44:21","slug":"the-three-pillars-of-aqm","status":"publish","type":"post","link":"https:\/\/bell24vietnam.vn\/en\/van-hanh\/the-three-pillars-of-aqm\/","title":{"rendered":"The importance of AQM \u2013 Advance Quality Management in call center operations"},"content":{"rendered":"

AQM plays an important role in maintaining and managing quality.\u00a0Call Center<\/a>, 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.<\/p>\n

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What is AQM?<\/strong><\/h2>\n

AQM is an acronym for\u00a0Advanced Quality Management\u00a0<\/strong>(Quality Management and Control). AQM in switchboard operations includes: call recording applications, monitoring of switchboard operators' work screens, notes and advanced searching on recordings.<\/p>\n

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.<\/p>\n

Why is quality control necessary when operating a switchboard?<\/strong><\/h2>\n

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...<\/p>\n

See more useful:<\/strong>\u00a0KPIs in Call center operations<\/a><\/p>\n

Quality control by what tools?<\/strong><\/h2>\n

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\u00a0QA (Quality Assurance)<\/strong>\u00a0\u2013 Quality control, maximum playback only\u00a02 \u2013 8%<\/strong>\u00a0on the total number of calls of the entire switchboard.<\/p>\n

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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.<\/p>\n

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.<\/p>\n

Therefore,\u00a0BellSystem24 Vietnam<\/strong>\u00a0provides AQM tools with\u00a0Outstanding features<\/strong>\u00a0like:<\/i><\/b><\/p>\n