Expected Benefits
- Creates a cycle for quality improvement where operators can learn, train, and put what they learned into practice
- Improvement of training efficiency can be expected as both operators and supervisors can learn and provide feedback using their spare time
- As the automatic monitoring results are objective evaluations, these results can be directly used to improve response quality
Key Points of Our Service
-
POINT01
Extensive educational content
In addition to response quality related training, a wide range of preset training content has been made available to facilitate learning according to the concerns of each.
Furthermore, client’s own educational content can also be uploaded for use on our platform.
Even when used in multiple training sessions, since the training status of each operator can be monitored, our platform provides supervisors with peace of mind by allowing them to grasp the progress of training.
-
POINT02
From knowing to becoming capable
After learning from the e-learning materials, operators can practice their vocalization and correct speaking style along with training videos prepared for each topic.
In addition, the audio from this process can be uploaded to Qua-cle for their supervisor to review and provide instructional feedback in regard to the audio.
Because both operators and supervisors are busy at a call center, they use each other’s spare time to improve their skills.
-
POINT03
Realization of convincing guidance
The evaluation results are calculated based on all of the interactions* by an operator over a one-month period. The evaluation consists of 11 items.
As this differs from common monitoring where the evaluation is based on the audio from a few extracted samples, the objectivity of the evaluation is ensured. This allows both the supervisor providing guidance and the operator receiving guidance to work on improvement based on the convincing evaluations.
Related Services
Implementation Steps
-
01
Review of automatic monitoring compatibility
We will review the audio and text data to be received and verify whether or not the format is compatible with automatic evaluation using Qua-cle.
-
02
Deciding of conditions for monitoring subjects
We will make decisions regarding what audio will be included as subjects of automatic monitoring (incoming or outgoing, length of audio, specific skills, etc.).
-
03
Creation of monitoring evaluation standards
Using actual audio from interactions, we will create monitoring baselines (standards for determining good/bad).
-
04
Delivery of environment
We will deliver the environment in which you will use Qua-cle.
-
05
Start of use
You will create user accounts on your end and start use.