Call Center Quality Assurance and Management Software - Monet Quality

Learn how Monet Quality helps you to automate call quality assurance programs through a range of capabilities, such as call assessment and playback, quality monitoring, screen capturing, evaluation questionnaire and detailed reporting.

Improve Service Quality and Agent Productivity

How do you evaluate and improve the performance of your agents?

Benefits

  • Easily evaluate agent performance and skills on the job
  • Achieve higher customer satisfaction through improved customer service
  • Increase staff productivity through improved call handling

The Monet Quality Advantage

  • Affordable: Low monthly fee, minimal capital investment
  • Fast set up: Get started within 30 days, easy to learn and use
  • Complete functionality: Call assessment and playback, quality monitoring, evaluation questionnaire, detailed reporting
  • IT friendly: Secure and scalable, minimal IT management
  • Proven results: Improved service levels, increased productivity and compliance

Boost productivity and service quality in your contact center

The fast-paced nature of contact centers makes it difficult for call center managers to find the time and resources to focus on quality management. Often, only limited data on agent skill sets and individual training needs is available, resulting in sub-optimal call routing, lower service quality, and lower customer satisfaction. Monet Quality is a flexible and easy to use platform to evaluate the performance of your agents and contact center. It gives managers and supervisors more time and resources to strategically focus on improving call quality, customer interaction and productivity.

  • Evaluate employee performance
  • Ensure adherence to corporate procedures
  • Increase staff productivity

Contact center managers are able to spend more time on individual coaching and training, rather than spending time manually managing and discovering training needs.

Automate agent evaluation and spend more time on coaching and training

Call evaluation standards can be customized to focus on key agent behaviors and activities, allowing managers to identify positive agent activities as well as specific areas needing improvement. It allows managers to select interactions from the contact center for later assessment and playback. Managers can review the call together with the agent, highlighting actual examples from the call to illustrate key learning points. Monet Quality also allows managers to provide specific feedback and create custom coaching agreements with specific performance goals. Additionally, agent motivation and satisfaction gets improved because agents are able to self-monitor and evaluate their own performance.

Create evaluation questionnaires for deeper insights into customer interactions

Enhance and verify your insights from quality monitoring with fully customizable customer evaluation questionnaires. You can assess calls based on the perspective of customers and discover trends, opportunities and issues that might lead to longer calls, repeat calls, or other problems that impact service quality and productivity. Monet Quality allows you to quickly and easily create custom web-based evaluation forms to streamline the workflow process and maximize the insights you get, all with a minimum of time and resources.

Measure results over time and across multiple agents

Monet Quality reports provide managers with unique insight into performance trends and training needs. This information is critical for informal call centers that typically do not have a high ratio of managers to agents. Detailed reporting provides insight to your data – so you can make decisions based on your key metrics. Standard reports are included, as is the ability to create and share custom reports with filters by date range, groups/departments, agents and supervisors. Easily identify patterns and analyze metrics at various levels for training and quality assurance purposes, and establish quality standards and best practices. Monet Quality helps you establish the foundation for a robust and effective quality management system based on the unique needs of your call center.

Get a flexible quality monitoring solution integrated into a WFO platform

FEATURES

  • Call Recording and Playback
  • Quality Management
  • Quality Scorecards
  • Customizable Questionaires
  • Filter and Drill-Down Reports
  • Live Monitoring
  • Multi-Site Support
  • Screen Capturing*
  • Cloud-Based Service
  • Audit Trail
  • PCI Compliant
  • Fine-Grained Priviledged Access
  • Auto Delete
  • File Management/ Archiving
  • Filtering (IP-DID Range)
  • Extended Codec Support
* available add-on module

Monet Quality extends the recording capabilities of Monet Record to a comprehensive quality monitoring and management system. Easily identify patterns and analyze metrics at various levels for training and quality assurance purposes and establish quality standards and best practices. In addition, since both are part of the Monet WFO suite, you can combine quantitative and qualitative information for a complete assessment of contact center performance. For example, if Monet Metrics reports surface a potential issue, you can easily link those data using Monet Quality to get to the root cause and develop tailored training and coaching programs to address it. Only an integrated WFO suite allowsyou to "connect the dots" to get the whole picture that allows you to impact the bottom line.

Comprehensive call quality monitoring and management

Monet Quality is a cost effective, easy-to-use cloud-based service that extends Monet Record to a complete quality monitoring and management solution with the following capabilities.

Flexible and cost effective solution in the cloud

Monet Quality is fully integrated with Monet's Workforce Optimization Suite. Monet's cloud-based WFO platform efficiently and securely delivers web-based applications at the lowest possible cost. It focuses on fast set up, low operating costs, highest security for web-based deployment, and high performance and scalability. With Monet Record you get all the benefits of Monet's WFO platform:

  • Affordable: Low monthly fee, minimal capital investment, no hidden costs
  • Fast set up: Get started within 30 days, easy to learn and use
  • Complete functionality: Call assessment and playback, quality monitoring, evaluation questionnaire, detailed reporting,
  • IT friendly: Secure and cloud-based, minimal IT management
  • Proven results: Improved service levels, increased productivity and compliance

Monet Software will get you up and running fast, at a low monthly subscription and without the costly upfront investment and time consuming implementation of traditional call center software. For more information please call 1-310-207-6800, email us at info@monetsoftware.com or visit our website at www.monetsoftware.com

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

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