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Quality Assurance

Improve the quality of your contact center programs with our quality assessment features. Our combination of recording and reporting tools with voice recordings, screen and data captures, and scoring features help you manage your quality assurance activities for verification, training, and quality control. Noble allows users to review agent audio, screens and data for accuracy, rate agent performance based on scoring criteria, and more.

Our agent and campaign-based quality tools allow managers to select campaigns for QA programs. Call audio and data can both be captured for quality review. For verification purposes, assigned QA Agents can see the data recorded during the call and listen to the call recording to see that scripts are read properly and captured data is complete.

Noble’s QA software wizard allows managers to setup quality scoring scripts to rate an agent’s performance for quality control and training purposes. Managers can listen to the call recording and follow the survey to answer questions about the agent’s interaction with the customer. By reviewing the video associated with a call, managers can analyze how agents are using the scripts and desktop screens to ensure adherence to best practices and to improve workflows.

QA results are recorded in the database and reports can be sent automatically to managers. Daily performance reporting on QA Agents is also available for both QA management and Production facility management.


Features:

  • Review audio of interactions with digital recordings
  • Analyze workflows using screen capture
  • Verify script conformance and data completeness
  • Create QA scripts to ‘grade’ agent performance
  • Automatically send QA results to managers