We’re pleased to announce this new feature for users of the Automated Quality Assurance module: Mark Calls as Reviewed. Just like it sounds, this allows contact center employees and leaders to designate which calls have been reviewed. Here are the ways it will streamline the call review process:
- Efficiency: Save time by quickly marking calls as reviewed and easily finding them later for coaching.
- Organization: Maintain a clear record of reviewed calls, including who reviewed them and when.
- Enhanced Collaboration: Improve team collaboration by allowing multiple users to track and manage call reviews efficiently.
Some common use cases for this feature
For QA Sales Managers & Supervisors
- Mark a call as reviewed after completing the review process. Benefit: Provides a clear visual indication that the review of a given call is complete, allowing them to move on to the next call efficiently.
- Track the number of calls that have been reviewed. Benefit: Offers visibility into whether QA/Sales Managers have met their Key Performance Indicators (KPIs) for reviewing a certain number of calls per week/ month.
For QA Sales Directors
- View the number of calls reviewed by their Sales Managers or QA Analysts/Managers. Benefit: Provides visibility into the team’s performance against their call scoring KPIs by team member and by location.
