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Monitor and evaluate for exceptional service

Monitor and evaluate for exceptional service
The Mentor Quality Assurance Suite™ adds agent evaluation and screen capture capabilities to your Fusion Series 7™ system and gives you the tools to monitor, evaluate and improve agent performance, identify low-skill areas and set benchmarks for agent productivity.

Recording and monitoring calls in conjunction with corresponding screen data allows you to have direct control over your contact center's performance. Mentor QA Suite™ provides the necessary tools to improve your agents' performance, and deliver quality service to your customers while presenting a consistent and accurate corporate message.

With the Mentor QA Suite, you will ensure that every customer has the best possible experience whenever they call your company.

Monitor and evaluate for exceptional service

 

 Features

Benefits
Agent Evaluator Detailed scoring cards and exception reports with user-defined categories and grading criteria. Use template grading forms or customize your own.
Screen Capture Record workstation screen actions and replay in sync with voice recordings.
SERTAINTY™ From SER Solutions - Automated quality assurance. Retrieve or trigger calls using key phrases or phonetic word search.
Monet™ From Left Bank Solutions - Workforce management. Forecast call volume and schedule personnel to improve service and reduce costs.