Spine Quality Management System
Increase employee engagement and deliver exceptional customer experiences.
Improve call quality in your call center by capturing and evaluating customer interactions across voice. Identify areas for training, empower your agents, and deliver a consistent customer experience.
Ensure every customer receives a consistently positive experience
Improve Call Center QoS
Capture, monitor, analyze, and evaluate calls to ensure agents are having high-quality customer interactions.
Develop Employee Skills
Identify areas for training, empower your agents, reduce agent turnover, and increase contact center efficiency.
Increase Retention Rates
Gain a better understanding of agent/customer interactions to increase agent and customer retention.
Call Recording List
Have easy and direct access to all call recordings. Quickly search records through your call recording list using relevant fields in your call center system: agent, call ID, caller phone number, date, and tags. Allow supervisors and managers to listen to call recordings directly from the list with a one-click integrated player.
Access call details, including agent and call information. Play/Pause voice recordings. Add bookmarks directly in the audio clip to indicate points of interest and help agents find ways to improve. Enrich call details by adding tags and notes and share calls with other users.
Evaluate agent call quality against predefined criteria to ensure agents are adhering to call center policies, following the script, and overall delivering a consistent customer experience. Score agent call using evaluation forms and help supervisors provide objective employee evaluations. Share reviews with your agents and motivate them by highlighting their strengths and identifying ways to help them improve.
Customized Evaluation Forms
Create flexible evaluation forms tailored to your business needs to score agents based on a range of criteria. Organize the evaluation form into sections that follow the general flow of a typical call. Define different evaluation forms for different queues and call types to ensure that your quality assurance program standards are met.
Reporting & Analytics
Track call quality in your call center by spotting trends, identifying areas of improvement, highlighting top performers, and more. The built-in reports and dashboards available in Spine Quality Management System will help you identify improvements that can enhance the customer and agent experience.
Key Features & Capabilities
Keep track of agent performance by scoring agent calls using customized evaluation forms.
Listen to call recordings and evaluate agent performance to determine how to accurately meet a customer’s needs and expectations.
Rich Built-In Audio Player
Provides a range of interaction playback features, including play, pause, forward, backward, and add bookmarks and comments.
Add bookmarks directly in the audio clip to indicate points of interest and help agents find ways to improve.
Track all actions performed on a call recording, including viewing, playing, sharing, evaluating, adding tags and comments, etc.
Track call quality in your call center by spotting trends, identifying areas of improvement, highlighting top performers, and more.
Organize the evaluation form into sections that follow the general flow of a typical call.
Help supervisors provide objective call assessments by defining different types of questions and filling in help tooltips.
Privilege Based Access
Configure privilege-based access to call recordings and ensure customer data privacy.
Our solution can help you achieve the highest level of service quality while maintaining even greater compliance monitoring.
Agent Training Opportunities
Identify areas of improvement and keep your agents engaged with regular training and coaching sessions.
Share evaluations with agents and motivate them by highlighting their strengths and identifying ways to help them improve.
Our consultants will be happy to presenting our solutions to you remotely or on site, discussing your needs, and advising you on the best implementation approach.