Automate 100% of Your Evaluations with Our Quality Monitoring
Take the leap from analyzing just 3% of calls to 100% with Diabolocom’s Quality Monitoring solution and significantly enhance your service quality.
Fast, Objective, and Automated Evaluations
Revolutionize your Quality Monitoring with our AI: swiftly and impartially evaluate every interaction your agents have, completely eliminating bias and outshining traditional methods.
Our technology ensures reliable data and continuous analysis, driving both performance and service quality improvements.
Leverage Diabolocom’s cutting-edge solution to transform your evaluation process.
Manual Evaluation Criteria
Our solution pairs the power of AI with human expertise, transforming the way Quality Monitoring is done.
Automated evaluations remove human bias, delivering objective insights into interactions, while supervisors can supplement these insights with manual criteria for sensitive decisions like bonus allocation. This hybrid approach, combining automated and manual scoring grids, makes change management smoother and helps reduce costs.
By turning quality evaluations into a true tool for skills development, our solution provides deeper analysis of non-compliance, enhancing agent performance across the board.
Custom Dashboards and Reporting for Quality Monitoring
Diabolocom’s AI-driven Quality Monitoring uses automated reasoning and robust statistical data to assess all of your agents’ interactions. You can easily build customizable dashboards that consolidate evaluations from various activities.
Whether your agents are spread across multiple teams or handling different tasks, you can generate detailed reports and integrate them into your dashboards for a quick, comprehensive view. This gives you the actionable insights you need to make informed decisions and consistently improve service quality.
Flexible Deployment Options
Our solution offers complete flexibility, allowing you to tailor your evaluation forms from the ground up, right down to individual criteria. You can apply different forms to the same agent based on their role or other variables.
Fully integrated with Diabolocom workflows and compatible with other CCaaS platforms, our solution ensures seamless, high-performance quality monitoring across all areas of your business.
The Benefits of Diabolocom’s AI-Powered Software
reduction in time spent retrieving customer context
reduction in post-call processing costs
reduction in churn rate
Frequently Asked Questions
What is quality monitoring in customer relations?
Quality monitoring in customer relations is the process of systematically evaluating interactions between agents and customers. It aims to ensure compliance with quality standards, identify areas for improvement, and guarantee an optimal customer experience.
Why is quality monitoring important in customer relationship management?
It is crucial to maintaining high levels of customer satisfaction, identifying and correcting service shortcomings, training and developing agents’ skills, and ultimately strengthening customer loyalty and trust in the brand.
How do you set up an effective quality monitoring system?
To set up an effective system, clearly define your quality standards, use appropriate tools and technologies to analyze interactions, train your teams to these standards, and establish regular feedback and continuous improvement processes.
What key performance indicators (KPIs) should be monitored as part of quality monitoring?
Key KPIs include customer satisfaction rate (CSAT), Net Promoter Score (NPS), first contact resolution rate (FCR), average response time, and communication quality (clarity, empathy, efficiency).
How can customer feedback be integrated into the quality monitoring process?
Integrate customer feedback by regularly collecting evaluations and comments via post-interaction surveys and follow-up calls, and use this data to adjust your quality criteria and training courses.
How can Diabolocom's artificial intelligence technology improve quality monitoring?
Diabolocom AI improves quality monitoring by automating large-scale interaction analysis, identifying trends and anomalies in the data, providing real-time insights for corrective action, and personalizing the customer experience.
How can quality monitoring data be used to continuously improve customer relations?
Use the data collected to identify trends, strengths, and weaknesses in your customer interactions. Develop targeted action plans to improve agent skills, optimize service processes and policies, and adjust your offering in line with customer needs and expectations. The key is continuous analysis and adaptation based on concrete data for constant improvement in customer relations.
