iQMT Quality Monitoring

iQMT enhances agent performance and customer experience with customizable
scorecards to rate customer interactions. Based on the results of evaluation one can target
training needs

Why iQMT?

It is essential for every Contact Centre to be able to measure quality of customer management. Further, the continuous feedback and learning provided through quality monitoring and agent coaching can help increase employee morale, job satisfaction, and agent retention.

The information captured by the metrics of a Quality monitoring program provide vital customer feedback on quality, performance and service.

Flexible Evaluation Framework
Not every question will conform to a “yes” or “no” answer; nor is every question suited to a sliding scale. iQMT uses a flexible framework, enabling companies to implement more than one answer structure within an individual scorecard. To ensure consistency and understanding across evaluators, definitions can be added.

Streamlined Evaluation Process
Calls can be selected for evaluation based upon multiple criteria, or users can choose to have a random call presented for evaluation. Once selected, the audio from the Call Recording can be played back in the Agent Evaluation interface. As evaluators work through the customized scorecards, they have the ability to create notes for each category and question.

Unified Access of Evaluations & Recordings
Tightly integrated with the Contact Centre, leverage a single point of administration and call recording database for both products. Recordings are stored in a centralized database, decreasing the storage required.

Easily design, organize and categorize evaluation forms via an intuitive interface without IT assistance. Focus on call flow or IVR skills, while rating any number of call handling competencies and adding comments that pertain to the evaluation or other issues requiring attention

Multiple Reports
iQMT features multiple pre-defined reports to help managers monitor their employees progress, identify areas for training, and calibrate  evaluator responses   to limit variations in evaluations.

Other Features

  • Multi-Tenant Support for Service Providers managing multiple customers or platforms
  • Multiple Languages Support (English, Arabic, Spanish, French & German)
  • Web services & API integration capability to integrate with contact centers or business applications
  • Search recordings using basic or advanced criteria
Case Study
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