The application provides the functionality to identify the key areas for Continual Service Improvement. This is attained by Quality Audit Automation which identifies the records that are breached, records with low rated surveys, changes with implementation failure and records which are force closed as example.
The app also provides an option to log tickets manually for any other audit requirements. It then allows the auditor to audit such records and provide the outcome of the services which were lacking and the improvement areas for the agent by generating a score for them based on the questionnaire (On a scale of 0 to -100 from good to bad).
Relevant actions are taken on the Quality Audit outcomes and tracked in a separate application “Audit Action Management”. Collection of similar Audit records for the same group are grouped and tracked in a single Audit Action record for further action based on the Manager’s or Group Owner’s approval or denial.
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The application provides the functionality to identify the key areas for Continual Service Improvement. It consits of two key features
Please see documentation for the full details.
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