About the ProductModern businesses understand that long-term success depends on the quality of customer service. Smiddle Quality Management helps companies deliver high-quality service and customer loyalty through effective quality control in contact centers.
In contact centers, quality control is ensured by listening to employees’ calls and evaluating them using evaluation forms (checklists) filled out based on business needs.
However, to get a representative assessment of an employee’s performance, you need to listen to at least 10% of all interactions, create evaluation forms, review the assessment with the employee, address errors, and generate reports. These processes often occur in different systems, leading to significant resource loss for the company.
Smiddle Quality Management unifies all stages of evaluation, from planning and goal-setting to generating detailed reports, significantly simplifying the quality control process.
The additional Smiddle Auto Quality Management (AutoQM) module is an automated solution that enables the evaluation of 100% of recorded interactions without human intervention. Automated speech recognition, keyword search, and criteria verification provide instant operator performance assessment, allowing for process optimization in real time.
With Smiddle Quality Management , you get a comprehensive solution for quality control in contact centers that allows you to quickly and effectively identify operator shortcomings, improve service quality, and increase customer loyalty.
Automated processes in Smiddle Auto Quality Management allow you to quickly analyze all conversations and focus on the most important details.
1. Service Quality Assessment:
Create and edit evaluation checklists for operator performance without involving IT specialists.
Define and build evaluation criteria libraries based on your business goals.
Create custom operator performance evaluation criteria and build customized rating scales.
2. Automated Evaluation (Auto Quality Management)::
Evaluate 100% of recorded calls.
Recognize speech, keywords, and customer intent.
Automatically check recordings against predefined criteria.
3. Data Management and Reporting:
Generate reports by operators, groups, criteria, and more.
Export reports in Excel format.
Analyze the effectiveness of training and service quality.
4. Easy Implementation and Integration:
Easily configure and integrate with other systems.
Intuitive interface for administrators and operators.
Would you like to improve your service quality and increase the efficiency of your contact center?
Smiddle Quality Management is the solution that will help you achieve these goals.
Contact us now to learn more or request a product demo.
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