Quality Management Systems (QMS) are at the heart of the entire call centre management process, ensuring that customers are actually served well – effectively and efficiently. QMS also becomes the heart of the organisation, ensuring a customer’s expectation of a company is met through the product or service that’s offered, the communication about the offering and the company and the contact they have with the company.
Once a contact centre’s customers are connected to staff, the success of this interaction depends on the ability of agents doing right the first time, every time. QMS address this issue by logging calls, performing quality assessment, tracking processes, attending to problems and investing in training so that contact centre staff are confident using the solution and are able to get the most out of it.
Quality cannot be left to chance. Companies that embrace quality routinely outperform their competitors. ASC INSPIRATIONpro™ has won awards around the world and offers the latest innovations in quality monitoring solutions. The software operates with user-friendly interfaces requiring a minimum of training. It is browser-based and provides Intranet or Internet access for authorised users from anywhere in the world.