Welcome to Qualitymonitor.com
call centre agent development software
 To support your internal Performance Management strategy Performance House have developed Qualitymonitor.com your internal quality management tool.
Qualitymonitor.com gives you the ability to save time and money by holding your internal performance and quality measurement data online in a secure website, branded as your own. You can carry out live monitoring from anywhere and Qualitymonitor.com will collate all of your data and has comprehensive reporting capabilities.
Each assessor is given their own log-in and the system is set-up with your;
Your internal quality team utilise the system to measure the soft skills of your agents. Quality Monitor can also include all of your internal procedural measures giving you a complete internal measurement and development tool whilst providing management data for your complete organisation or department.
The comprehensive Qualitymonitor.com reporting suite puts all your data in a well organised and easy to use manner;
Departmental Performance
Each departmental overview is designed to match the reporting style required internally. "What is the point of a performance improvement strategy if it doesn't give you more time to concentrate on improvements?"
The departmental overview will provide a comparable benchmark of service with a league table of;
- Call centres
- Helpdesks
- Teams
- Trends
Team Performance
Performance House will work with all stakeholders to ensure all outputs match your requirements exactly ensuring maximum effectiveness internally. Within each team report; An overview of the teams performance, a comparison of the service provided with other teams, departments or competitors. This level of reporting can also be used by trainers to understand areas of focus for future development and courses.
Team league tables consist of;
- Agents performance
- Overview of their scores
- Compare procedural accuracy and quality and effectiveness of the agents.
- Trend analysis of team.
Agent Performance
 Each individual must receive support and direction with regards the improvements expected from them. Qualitymonitor.com's individual reporting package includes a detailed analysis of performance against the Performance House Service Mark which provides clearly indicated areas in need of development. Using Qualitymonitor.com allows you to measure both;
- Procedural Accuracy
- Performance House Service Mark
The PHSM measures the quality of the interaction in following areas;
- Welcome
- Communication
- Knowledge
- Ownership
- Close
- * Call By Call Comments
Team leaders use the league tables to target the agents against both quality and procedure. This perfect mix of measures ensures your operators are focused on quality whilst the internal 'must haves' become givens.
Performance House Ltd
Lakeland Business Park, Cockermouth, CA13 0QT
Tel: 01900 820600
Fax: 01900 827666
email: info@QualityMonitor.com
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