What is AQM in a Call Center?
AQM automates the evaluation of all customer interactions by scoring and analyzing them, offering comprehensive insights into agent performance. Unlike manual methods that sample only a small percentage of calls, AQM reviews 100% of interactions, automates coaching, and streamlines scheduling and transcription.
How Does AQM Work?
AQM uses AI and machine learning to continuously monitor and assess interactions based on predefined criteria. This technology ensures real-time feedback and comprehensive evaluation, facilitating proactive management and performance enhancement.
Benefits ofย Automated quality management (AQM):
Cost Effectiveness:
Reduces costs by automating routine QM tasks, allowing human resources to focus on strategic issues and maximizing impact.
Improved Agent Performance and Customer Satisfaction:
Provides real-time evaluations and insights into customer interactions, helping to improve service quality and drive positive customer experiences.
Efficient Workflows and Quality Monitoring:
Streamlines workflows by automating tasks like call recording and transcription, and monitors quality across multiple communication channels.
Enhanced Compliance and ISO Standards:
Ensures adherence to industry regulations by tracking interactions, maintaining documentation, and ensuring compliance with quality guidelines.
Ease of Use and Integration:
Offers user-friendly systems and APIs that integrate seamlessly with existing operations, simplifying adoption and minimizing disruption.
Personalized Coaching:
Facilitates targeted coaching by accurately evaluating agent performance and highlighting strengths and areas for improvement.
Faster Employee Growth
Supports continuous improvement by providing actionable data and metrics, aiding in faster learning and proficiency enhancement for employees.
Automated Quality Management (AQM) transforms contact center operations by automating quality control processes, improving agent performance, enhancing customer satisfaction, and ensuring efficient and compliant workflows.