FEATURED SOLUTION:

Call Quality Business Intel

WE WALK THE TALK.
SUCCESS STORIES.
KEEPING IT REAL.

The Call Quality Business Intel platform makes it convenient for Metro by T-Mobile management to access and browse up-to-date contact center QA performance evaluation data with robust Key Performance Indicator (KPI) management tools and data dashboards.

CLIENT FEEDBACK

The Call Quality Business Intel platform helps support our efforts to create a culture of continuous improvement with third-party monitoring of customer-contact QA evaluations and a Web platform for creating and managing QA evaluations and reports.
Contact Center QA Performance Evaluation Monitoring
Call Quality Business Intel is a flexible Web-based platform designed to be relevant to the Customer Experience journey. QA metrics are based on Metro by T-Mobile Key Performance Indicators (KPIs). Data dashboards allow Metro managers to monitor and improve the Customer Experience.

Call Quality Business Intel is integrated with Metro customer support processes and technology infrastructure.
Backend administrative, security access, and QA performance data and KPI management provide an end-to-end solution. Users with varying levels of access privileges can be defined and set up.
KPI Evaluation Templates
Call Quality Business Intel makes it easy to create and customize Customer Experience QA evaluation templates with Key Performance Indicator (KPI) questions, pass/fail criteria, and more. Metro by T-Mobile management can select from a standard set of best-practice KPIs to create or customize their Customer Experience quality strategy.
The Call Quality Business Intel platform offers independent, non-biased customer-contact QA evaluation monitoring and real-time reports.