Quality & Performance

Every contact center has its own standards and processes, together with expectations of customer representatives and their performance.
‘Quality and performance management’, the process of evaluation, monitoring and review, is valuable in running and improving contact center operations.
You can optimize this by consolidating and automating everything in a single, easy-to-use interface with Virtual Observer.

In addition, Red Box enables you to gain maximum business value from contact-center call data through advanced outsourced audio analytics. At a more basic level, we provide a call-logging tool to help you manage phone costs and usage.Virtual Observer

Our integrated quality management solution, Virtual Observer, enables contact centers to assess, measure and report on operational performance based on audio records, screen information and associated data events. What’s more, it incorporates e-learning, coaching and supervisory applications for monitoring and assisting staff.
The application

Virtual Observer is a 32-bit Microsoft Windows application that uses a multi-user Access database. The data structure is organized by location, department and group for enterprise-wide roll-up reporting, and allows users to build lists of agents, evaluators, event types and ‘customized questionnaires’. Customer and agent interactions are scored using these questionnaires. The questions, scoring method, weighted values and the guidance for using the questionnaire are completely customizable.

Reports are available to compile statistics about individual form types (groups, processes, departments and functions), agents, groups, departments or locations which in turn assist in targeted training programs. Linked to e-learning or coaching tips, this delivers a fully-functional management solution.
Monitoring and assistance

Virtual Observer silently monitors the conversations and the screen activity of an individual in real time, as well as for post-operation analysis. Supervisors can help users by taking control of their PC to complete functions, provide guidance or send them information and notes. Everything is configurable to deliver the level of support a business needs to the people who need it.
Customized questionnaire

The system can help measure any aspect of the business. It allows forms to be customized for the specific area that needs management, from individuals and business lines, to complaints and processes. It’s a simple matter of creating a template (a set of questions relevant to the function) to allow measurement of the key performance or functional criterion.

These templates are built once. They can be edited as needs change, with topics and questions simply added, and imported into each scoring session.