Quality Management
Enhance and maintain the service quality of your call center with effective performance evaluation.
Detect gaps in your agents' performance through comprehensive analysis, and enhance their skills with feedback, training, and coaching programs.
Reduce risks and avoid penalties by ensuring your call center operates according to industry standards, legal regulations, and sector guidelines.
Enhance Customer Experience
Why Onsoft Quality Management?
Tailored Solutions for Your Needs
We stay in close communication to understand your needs and deliver solutions aligned with your expectations.
Flexible Evaluation Options
Assess any agent or campaign using criteria such as day, time, and more—either during or after the call.
Complete Interaction Evaluation
Evaluate all interactions, including recorded calls, emails, SMS, chat, and correspondence, thoroughly.
Live Monitoring
Allow call center supervisors to monitor calls in real-time, intervene when necessary, and communicate with agents as needed.
Practical Performance Evaluation
Evaluate agents based on communication skills and conversation content using customizable form templates or by creating your own forms.
In-Depth Speech Analytics
Analyze call content by words, phrases, speech characteristics (pauses, monotony), and themes (sales, complaints, campaigns) using speech analytics technology.
Elevate Your Services with Quality Management
Achieve excellence in your call center operations with Onsoft Quality Management solution.
Frequently Asked Questions about Quality Management
What is automated quality management in a contact center?
Automated quality management evaluates recorded interactions against defined criteria automatically, so quality can be assessed across all conversations rather than a small manual sample.
How many conversations can be checked with automated QM?
In principle all of them. Because the evaluation runs automatically, onsoft can review a far higher share of interactions than manual spot checks, giving a more representative picture of quality.
What is a 360-degree evaluation?
A 360-degree evaluation combines several perspectives on an interaction - for example automated analysis, supervisor review and customer feedback - into one comprehensive assessment.
Does quality management help with compliance?
Yes. By automatically checking every conversation against defined criteria, quality management supports adherence to regulatory and internal requirements and makes deviations easier to spot.
How does onsoft support fair agent evaluation?
Through consistent evaluation forms, transparent criteria and the ability to back each assessment with the corresponding recording - creating transparency for agents and evaluators alike.