Eventra Quality Management Solution

Eventra-QMS™
Empowering your people and enterprise with effective customer interaction solutions.
A successful contact centre is governed by the experience of its customers. Knowing whether your contact centre delivers the best support and sales service to your customers is key to your future success and survival. Within this environment your agents are in the frontline and their ability to deal with customer interactions is vital in determining whether the call outcome will be successful.

Although multi-media is a growing element of the contact centre customer interface, the telephone is still the main point of contact. Eventra-QMS, a sophisticated agent performance management solution monitors, evaluates and analyses the complete telephone customer experience and tracks it against the significant business and industry KPI's.

Team Scoring
Evaluation forms are used to mark and examine all sections of a call. An agent's qualities such as empathy with caller, ability to resolve questions or product knowledge can be gauged as well as adherence to company guidelines, or ability to close or open a call. Obvious strengths can be built upon while corrective action can be implemented to negate weaknesses.

Customised forms (which can be changed to reflect business changes or directions) guarantee only information relevant to your company is scored. Productivity is increased, training can be appropriately targeted and results measured against objectives.

Agent Performance
Eventra-QMS provides a quick overview of an agent's skill - graphs can be reviewed for progress over time or obvious discrepancies. Calls can be broken down into sections and each area evaluated while differences between agents, teams, or the contact centre as a whole can be assessed.

An understanding of how an agent reacts and operates is developed, and can be used within the contact centre to ensure maximum benefit to the customer.

Armed with this information, management can implement relevant training programs, focus on specific areas for improvement or change business practices.


Trend Analysis and Management
As a measure of performance over time, Eventra-QMS utilises industry standard database reporting tools to generate management reports and graphs based on scored data held in its database. Compiled in realtime, these reports can either be viewed on-screen, stored for future reference or printed.

Results shown in text or graphical format (line, bar, pie chart) provide valuable insight into your customer service or satisfaction levels as well as centre activity rates. Developing patterns can be easily spotted and results extrapolated into other software packages for manipulation.

Comparisons against current goals can be made, results measured against targets and adjustments made if necessary.

A visible picture of trends and developments within the contact centre from a high level overall contact centre performance down to individual agent aptitude is built up, enabling steps to be taken to improve customer retention and increase revenues while staff attrition rates and costs are lowered.

Armed with the valuable data assimilated by using Eventra-QMS, management can implement relevant training programs, focus on specific areas for improvement or change business practices.

Customer Perstective
The contact centre is also experienced from the customer's perspective, allowing enhancements to existing policies or new procedures to be introduced for a more enjoyable customer experience.

Calls can be graded consistently by permitting more than one person to mark the same call, weighting answers for importance and setting benchmark responses.

Eventra-QMS not only provides a tool to enhance the customer experience and the skills of your agents but also forms foundation for basing future business strategies and profits.

Eventra-Reports™
Empower the decision makers
Knowledge is the engine of success. Flourishing enterprises need to be able to discover which areas of the business are contributing towards their achievement and require concrete facts to substantiate this.

In addition to agent performance and data capture analysis, reporting within the contact centre is becoming a vital instrument in assisting in the continued success of a business. Reporting provides the visual representation of data for trend comparisons and management models allowing empowered and critical decisions on both day-to-day and strategic levels.

Eventra's reporting functionality, included in its datamining module, allows data collected by Eventra on the contact centre's activity to be collated into an understandable and usable format. Statistics such as call outcome, inbound and outbound calls handled, calls types, campaign success ratios, and quality of experience, can be mined from a central repository using the onboard reporting package. Information from other parts of the business such as sales or delivery expectations can also be included while graphical representation in a format appropriate to the data (such as linear, bar or scatter graphs), provides true data visualisation.

Results presented in this way allow quantification of the centre's success while highlighting areas for possible improvement, indicating success or failure within departments, and providing a basis for future business decision and strategy.