Quality Management

Yes. Symphony Quality Management score sheets feature an embedded media player, which offers full control over play, pause, RWD and FFWD for the recorded interaction being scored.
on 02/21/2014
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Yes. Symphony Quality Management scoresheets allow scorers to add notes in a number of ways: notes can be added to individual questions, to whole sections or to an entire call in general. This allows scorers to flag areas for review with agents at a later date and gives them the opportunity to raise any other points that they may wish to submit with the scores. This can be useful for developing scoresheets to reduce subjective scoring.
on 02/21/2014
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Yes. Symphony Quality Management scoresheets allow tips, or "explanations" to be added to each question. This allows the scoresheet designer to give the would-be scorer a clearer understanding of the purpose of each question; to reduce subjective scoring and create a more standardised scoring methodology.
on 02/21/2014
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Yes. Symphony Quality Management provides the facility to export a copy of the completed score sheet together with a copy of the audio recording in a zipped file, to anywhere you have authorised access on your network.
on 02/21/2014
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Yes. Symphony Quality Management includes Benchmark Analysis reports that can be generated for Reviewers. These can enable analysts to identify Reviewers that give high or low scores when compared to average corporate performances. Reviewer Benchmark Analysis reports may be generated against selected Score Items or selected Agents, providing analysts with even greater insights into scoring patterns.
on 02/21/2014
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Yes. Symphony Quality Management is suitable for use in any constrained vocabulary environment, where the quality of communications must be kept high to reduce risk.
on 02/03/2014
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Yes! Symphony Quality Management is a fully scalable solution which means that as your organisation grows so does the solution, via simple per Agent licensing. Small to medium sized organisations can run Symphony Call Recording and Quality Managementon on a single server or as a VM helping to reduce foot print and cost.
on 02/03/2014
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Yes. Symphony Quality Management is supplied with a wide range of reports as standard but tailored reports can be provided upon request. Contact us for further details.
on 01/14/2014
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Symphony Quality Management is an optional module that integrates with the wider Symphony family of products. Symphony Quality Management provides you with powerful analytics and reporting tools to get the very best value from your contact centre environment.
on 01/14/2014
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Not at present, although Symphony Quality Management does allow users to create their own unique score cards from scratch if they wish. Alternatively, users may select from a range of fully customisable score cards which may be edited to suit specific user requirements.
on 01/14/2014
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