Advanced Quality Assurance (AQA)

Transform your traditional QA function into an Operational Insights Hub

In many contact centres the role of QA has become formulaic: listening to calls, tracking compliance and scoring against a pre-defined list of attributes. While this traditional QA function is widely regarded as an operational necessity it is rarely elevated above the status of ‘quality control’.

PRAXIDIA ADVANCED QUALITY ASSURANCE

The Praxidia AQA platform unlocks the full hidden potential of your QA resources, enabling Quality Analysts to capture rich insight driving intelligence from every monitored interaction.

Designed with existing business requirements in mind, the AQA Advanced Quality Assurance platform provides an augmented solution that incorporates all existing QA activities.

Through the highly interactive and streamlined UI, QAs are able to capture existing attributes in quick succession, freeing valuable time to harvest deeper value-added insights with every interaction.

Today, many contact centres are unable to provide a detailed and accurate classification of incoming calls. Reason codes are often poorly mapped to inbound contacts and are vulnerable to misuse as agents take a subjective view on how to classify a contact they have handled. Under these conditions, it is very difficult to drive corrective actions effectively.

The reality is that accurate call classification is the cornerstone of effective omnichannel knowledge management.

The Praxidia Advanced Quality Assurance platform enables QA analysts to capture detailed call driver intelligence along with root-cause assessments that are critical to business improvement.

Agent and business level performance are aggregated into a single Management Insights Dashboard, wherein deficiencies in process, policy, practice and behaviour can be isolated and targeted for corrective action.

Once implemented, the AQA platform will quickly become the Insights Hub of the omni-channel eco-system, unearthing previously untapped potential for business improvement.

AQA: IN A NUTSHELL

A platform that enhances the value and productivity of your existing QA function.

Transforming QA from a compliance and quality monitoring activity to a value-generating hub for actionable insight.

KEY BENEFITS

  • DRIVE ACTIONABLE INSIGHTS
  • MAXIMISE QA PRODUCTIVITY
  • ALIGN AGENT AND BUSINESS PERFORMANCE INTELLIGENCE
  • GAIN ACCURATE CALL DRIVER CLASSIFICATION.
  • OBTAIN ROOT CAUSE INSIGHTS INTO    PERFORMANCE IMPACTING ISSUES.
  • MITIGATE COMPLIANCE RISK
  • IMPROVE EFFICIENCY

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