While call recording and quality monitoring are commonly performed with the intent of evaluating call handling performance and improving the quality of customer service, there are many other benefits to be realized from the appropriate use of quality management technology, such as:

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• Review and ongoing refinement of scripts, interaction handling, and core business processes

• Improved efficiency and effectiveness of employee communications

• More effective staff training and development programs

• Detection of frequently occurring complaints

• And more

Mitel’s Quality Management solution, available as an add-on for MiVoice Call Recording, provides a complete suite of quality assurance, evaluation and e-learning tools. It is the only true quality monitoring software solution to also deliver a comprehensive set of compliance management capabilities.  

Quality Management features include:

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• Effortless organization and search capabilities, allowing targeted call recording retrieval within seconds

• Customizable evaluations and quality reporting for proactively monitoring, managing and optimizing workforce performance

• Monitor interactions with customers in real time and receive immediate visual and/or audible notification of situations requiring attention

• Add text annotations directly to calls during live monitoring, allowing observations to be captured in real time

• Coach agents directly and discreetly via fully-integrated instant messaging

• Obtain a complete view of activity using desktop video monitoring, either live or after the fact, in association with the historical call audio recording

• Assign and verify review of interactions from best practices library to support self-learning