Vision QA TOOLTM Introduction
Vision QA TM is a system that Real-Time reports, captures, stores, archives and back-end reports activity in which you may want to evaluate. It is designed for customer contact centers. The Vision QA Tool TM is an effective quality/monitoring management system that helps improve the quality of service by gauging agent performance keeping all parties informed as it happens real-time or historical trending.
The Product
Real-Time inspections can be done of telephony or any product in need of inspection. The system was built to score/inspect a product or person for development and or detect errors in need of repair. The system is also set up so supervisors can create notes on a development form that can be updated and used for documentation that a session with an employee regarding a need for change had occurred.
Fast and easy retrieval of records
A browser-based search engine allows easy and fast retrieval of any recorded event by time, date, agent ID, prepares ID, team, project, calling/called number, etc. or any combination there of.
Portable records
Any record or data can be printed. The data can be accessed from remote locations at any time.
Extensive data analysis and reporting
Records can be pulled up in several different ways. By agent, by team or by project. All ways can be broken out into date range, type of call, observer, disposition etc? The tool can be customized to allow any type of data capture that will fit your needs. The reports are easy to read and quickly help an organization target the trouble areas in need of repair.
System back-up and management
A browser-based utility is provided to monitor the system status in real time including agent login, channel usage, recording status, and warning messages to warn op channel and storage shortages. A built-in back-up module helps system administrators back up some or all the records. It also allows the restoration of previous backups.
Remote access and system maintenance
All utilities and management modules are browser-based with a multi-layer authentication system, allowing end-users and system administrators to access the utilities and management modules remotely with assigned user account and access permit.
Benefits
Vision QA Tool TM is a quality management and training enhancement system. It identifies service problems, keeps track of agent performance trending and records critical communications. Vision QA Tool TM is essential in identifying agent challenges, allowing for effective coaching, motivation and managing of representatives. It is also a powerful tool in resolving potential disputes between customers and agents or agents and management. Vision QA Tool TM is a necessity to any professional call center where efficiency and world class quality of service is a priority.
Application and maintenance
With an open architecture and modular design, Vision QA Tool TM is easy to deploy, maintain and expand. The user-friendly interface allows users to learn how to use it within 15 minutes.
- Two Dialing Modes
- Edit Agent database
- Add, delete and modify agents (names and ID's)
- Add, delete and modify agent group(s)
- Add/remove agent(s) to/from agent group(s)
- Create new forms or observation forms
- Edit line items and weight scoring
- Delete mistakes easily
- Modify data capture
A multi-layer authorization system ensures data security and controlled availability. System administrators can generate users with various levels of access, ranging from full access to the ability to see reports or create reports or just view.
Easy maintenance
Vision QA Tool TM includes maintenance tools that make maintenance work merely button clicks. Daily maintenance is simply data backup using the tools provided. Setting up new tasks is made intuitive and simple, which takes about ½ hr on average.
Vision QA Tool TM Users
- User Friendly and Dynamically Flexible
- Full-featured and Robust
- Stable, Reliable and Scalable
- Easily Maintained
