Quality Management

Improve the performance of your contact center with outcome-based evaluations & automated coaching.

Search & Retrieval

DVSAnalytics makes Quality Management easy. Organize, retrieve, and review audio and desktop recordings with this software solution. Our built-in, dynamic search functionality allows agents, supervisors, and business users to search and retrieve interaction recordings according to select criteria. From basic searches, such as extra-long calls, to unresolved service calls or canceled orders, Encore’s dynamic search categorizes recordings so evaluators know where to focus their attention. Recordings matching a set of parameters can be added to a defined view and saved for individual use or shared with other stakeholders. Salesforce™ users can easily locate and review recordings within Salesforce or DVSAnalytics Encore. With our seamless Salesforce integration, you can store key metrics from Encore and link to Encore recordings directly in Salesforce. Metadata from Salesforce may also be stored with the recorded interaction in Encore, providing enhanced analytics to sort and categorize customer interactions. Learn More About Our Powerful Integrations

Evaluate Interactions

Using our complete suite of flexible evaluation tools, it’s easy and efficient to assess agent performance with DVSAnalytics Quality Management. No matter the department, skill set, or overall business KPIs, the goal of any performance review is to evaluate standings and encourage improvement in areas that are lacking, ultimately driving better results.

DVSAnalytics Quality Management includes custom scorecards, Evaluator Calibration for consistent scoring, Score Assimilation with agent self-evaluations and customer surveys, and Automated Quality Management (AQM) with Speech Analytics.

Drive Performance Improvement with Outcome-Based Evaluations

eCOACHING & eLEARNING

Contact center managers are continually challenged with finding time to coach agents for performance improvement. Encore® Quality Management solves this problem for contact centers. Outcome-based evaluations automatically trigger eCoaching sessions to improve performance, reduce the need for one-on-one meetings, and increase the focus for individual coaching sessions.

Assurance that coaching occurs even when supervisors are busy
Ensure training is tailored to the specific needs of each agent
Leverage Encore’s built-in eLearning lessons and/or any web-based learning platform (LMS) or other training assets
Assess training effectiveness with eCoaching quizzes that are required to complete assignments

Save Time & Improve Performance With Automated Coaching

Gamification

Contact centers collect a vast amount of data. The ability to view and leverage the analysis of that data enables your business to continuously improve. DVSAnalytics Gamification Engine automates the creation and management of performance-based contests and dashboards using rewards to further motivate agents toward achieving company initiatives. Encore Dashboards and Employee Contests make it easy for managers to gain insight, see trends, and create incentive programs.

Encourage Agent Improvement With DVSAnalytics Gamification

Post Contact Surveys

Post Contact Surveys from DVSAnalytics allow you to review your customers’ feedback regarding their experiences with your company’s agents. Capturing the Voice of the Customer (VOC) immediately following an interaction is an invaluable feature in a closed-loop quality management process.

Surveys that focus on specific interactions, such as post-call surveys, are very different from company-wide customer satisfaction surveys, which usually measure the general feeling a customer has about your company. Post Contact Surveys can deliver immediate feedback on a customer’s most recent experience with a product order, service level and/or individual agent.

Leverage Encore to Listen to the Voice of the Customer

Automated quality management (AQM)

Automated Quality Management (AQM) evaluates 100% of interactions without listening to a single recording. Powered by DVS Speech Analytics, AQM delivers rich business intelligence in these areas:

Automated Scorecard – Automatically review every interaction to assess agent performance. Identify interactions that need manual evaluation and improve the productivity of one-on-one coaching.
Process Adherence – Ensure agents are adhering to contact center procedures and compliance regulations. Reduce risk of non-compliance and demonstrate compliance vigilance.
Sales Effectiveness – Improve sales performance by monitoring sales interactions. Identify top performers and successful techniques to share with other team members.
Voice of the Customer – Listen to customer feedback to improve customer satisfaction and retention, discover potential problem areas, and receive input on products or services.

ElevateQM – Start Your Speech Analytics Journey

DVSAnalytics ElevateQM delivers more analytics with deeper insights at a cost that fits your budget. The package includes Interaction Recording, Quality Management and easy-to-use, out-of-the box applications for Speech Analytics.