Ensure the quality of different standards; it is essential to monitor the assessment and refinement of the skills of call center employees through a uniform system.
With Lumiform, your exam flow is entirely dynamic, not static like pen and paper. The Lumiflow allows you to continuously create new checklists, change individual exams, add new logic, assign tasks on-the-fly and thus continually adjust and optimise your quality control in the call center.
Perform standardised tests and uncover more problems. Solve incidents up to four times faster by instantly assigning corrective actions to your teammates via call monitoring app to solve problems together. Gain a real-time view of all occurrences and audits to prevent incidents in advance and establish higher quality standards in the call center.
Save time and keep track of what's happening at all times by receiving comprehensive analysis for call center quality control, from which you can draw sweeping conclusions to act quickly. Analyse all results by different filters to identify areas that need your attention more easily and quickly. This procedure allows you to solve problems before they occur.
Use Lumiform's digital solution for quality control in call centers. The call monitoring software allows you to standardise an inspection efficiently and without chaos.
Create custom forms within minutes. Organise inspections to make sure the right person does all the checklists reliably.
Conduct audits and inspections whether with a tablet or smartphone, Android or iOS – online or offline.
Make sure all issues are quickly reported and seamlessly documented. Keep track of the troubleshooting, and solve issues together as a team.
Don’t waste time on post-processing and digitisation of audit and inspection reports – everything is fully automated. Uncover areas that need your attention through in-depth analyses.
Digitise all quality and safety efforts, and cut down inspection time, with the Lumiform app. And, even more importantly, continuously optimise your quality and safety operations easily, with the Lumiform flow.
The call center monitoring software includes a number of features to improve customer interaction and satisfaction. Continuously check and optimize processes and security standards with Lumiform's digital solution. Encourage employees to behave consciously, create clear instructions and quality standards and achieve a transparent checklist for quality control in the call center. The most important functions and benefits of the call center monitoring software are outlined below.
Monitoring live calls gives managers the ability to listen in on customer-employee interactions in real time.features such as Call Barge and Whisper are used to coach their employees in real time.
Set your own user-defined quality standards for various quality monitoring metrics. You can create an unlimited number of call result labels with specific and logics.
Play call recordings from your browser or download them for distribution and sharing Easily configure the settings for recording incoming and outgoing phone calls from any account.
Call Quality Assessment enables contact center directors and managers to evaluate employee performance during calls. Gain a comprehensive overview of customer-employee interactions and identify coaching opportunities.
The flexible form construction kit makes it possible to create new individual checklists at any time and to adapt them again and again.
Lumiform’s excellent 24/5 support will reliably answer all your questions about the app when you need assistance using the tool.
The Lumiform App ensures that the schedule is kept. All employees receive notifications about the procedure and due dates. Managers automatically receive notifications when assignments are overdue and problems have occurred.
Keep an eye on your schedule and use the information to identify opportunities to increase your efficiency.
The data you collect from inspections is collected under the Analysis Tab. Here you can access all data and view your performance reports broken down by time, location and department. This helps you quickly identify causes and problems so you can fix them as quickly as possible.
Monitor your team’s inspection performance and identify opportunities to improve the process and efficiency of your operations.
Connect Lumiform’s Software to enterprise software systems.
Keep an eye on what’s happening and identify insights from the information gained to increase your efficiency.