Quality Monitoring provides feedback on the quality of advice provided in the Service Center. The solution enables the recording of interactions and thus ensures better service quality.
Just add digital to high quality services__
Almato offers comprehensive quality monitoring solutions for front and back office quality control and improvement. Legally compliant selective recording of conversations, screen content, chat and mail interactions form the basis for a continuous increase in the quality of customer contact. Modules such as e-learning, language analysis or the link with Robotic Desktop Automation (RDA) offer extended possibilities for the targeted use of coaching potentials.
The web-based solution for evaluation, coaching and e-learning enables a significant increase in service quality. At the same time, training costs and AHT (Average Handling Time) are reduced. In combination with Robotic Desktop Automation (RDA) and Interaction Analytics, customers receive extended control and analysis functions
Advantages using quality monitoring__
- Recognize optimization potentials: By recording conversations, weaknesses can be identified and eliminated in a targeted manner.
- Continuous further development: The implementation of the software ensures that the coaching takes place constantly.
- Individual feedback & coaching: By using the quality monitoring solution, service employees receive concrete feedback tailored to their needs and abilities.
- Quality improvement: Through continuous monitoring and specific training, service employees are optimally prepared for customer contact.
- Training: Training takes place directly at the agent’s workplace – on the job. The agent can thus take advantage of the coaching at the optimum time for him.
- Easy handling: A fast implementation and a short training period are guaranteed.
“The Lufthansa InTouch customer service network has seven service centres worldwide. Our 1,600 customer advisors offer passengers of Lufthansa and partner airlines excellent and individualized service. Standardised quality assurance plays a key role in this. With Almato’s quality monitoring solution, we can record cross-location key figures – and thus identify optimization potential in good time. At the same time, we use the Almato tools for the further development of our customer consultants.“
Director Product and Process, Lufthansa InTouch
„We have been working with Almato for ten years now and with the support of quality monitoring we can continuously coach our employees and analyze optimization potentials. Almato has proven to be a reliable partner who is also able to implement new, innovative projects with us. We are very satisfied!“
Managing Director, CommuniGate
„Almato’s innovative solutions and our requirements for a monitoring tool could be optimally harmonized and integrated into our complex IT environment. The professional support in preparing the works council negotiations and employee information was particularly helpful. The introduction of Click2Coach helps us meet the high demands on our quality, analyze fields of action and optimize processes.“
Management Board, Talanx
„The core objective of customer service at Lands’ End is absolute customer satisfaction. We have been using the Almato Quality Monitoring solution for years to achieve this. It enables us to provide our employees with constant support and individual coaching in order to give them the tools they need to provide the best possible customer service. Almato stands by us as a proven partner with short reaction times.“
Operations Director, Lands’ End
How quality monitoring is implemented__
With Almato’s quality monitoring solution, customers can optimally prepare their consulting and service staff for customer contact and to continuously improve quality. Selected conversations are recorded via the software and a coach then makes the training available to the employees directly at their workplace. In this way, our customers support their employees constantly and individually – tailored to their respective strengths and weaknesses.
Scope of services Almato Quality Monitoring__
Almato ensures that tailor-made data protection and business law-compliant solutions are developed as part of the implementation of the quality monitoring solution. If necessary, we also implement them in a PCI- or HIPAA-compliant manner.
Increased service quality through integration of Robotic Desktop Automation
In conjunction with Robotic Desktop Automation, additional information for the company can be obtained from customer contacts or content from existing sources, such as a CRM system, can be added to a recording. RDA enables further analysis and provides agents with context-specific recommendations for action during the call. This increases the added value of quality monitoring in the company.
Individualized and efficient coaching
With Almato Quality Monitoring solutions, you can give your employees individualized and efficient feedback based on real contact examples. You can provide your employees with comprehensive support, build on their strengths and improve service quality.
Modern language analysis
With our additional modules you can subject selected conversations to a modern language analysis. Customers can analyse conversations for keywords (keyword spotting), certain sentences, pitches and emotions and thus use the knowledge gained for themselves.
Consulting and training
Almato works with your customers to develop a solution tailored to their needs: from complete quality monitoring systems to the integration of existing applications. We offer installation, software maintenance and servicing from a single source.