Solutions
Telecommunications support
Retention and technical-support calls are often scored on rapport while the required offer or identity check is missed.
How a team uses QUALICORE
- Put identity, offer and complaint steps on the scorecard.
- Sample the interactions and submit evaluations.
- Use calibration when analysts disagree on the same call.
Compliance
Regulator-specific wording belongs in your criteria. The product applies those criteria to submitted interactions.
What changes in the operation
Calibration shows whether analysts agree, using scores your team actually entered.
Does this include network monitoring?
No. QUALICORE scores contact-centre interactions. It does not monitor the network.