Quality Monitoring

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Quality monitoring is a standard procedure in sales and service organizations today, giving managers and supervisors visibility into front-line customer interactions. Operations typically score a subset of employee calls or interactions on pre-defined performance metrics such as customer satisfaction, adherence to corporate call policy, and objection handling. Meeting quality expectations is crucial for any customer-facing organization, however, it represents just one piece of the performance puzzle. Merced Performance Suite presents agent quality data in context with other aspects of an employee's performance, such as average handle time and sales closes, to provide a complete view of performance. This balanced view of total employee performance enables supervisors and coaches to develop agents according to their specific needs and in relation to other key performance indicators.