United Kingdom - October 16, 2008 - AIM Technology, a provider of analytical performance management software solutions for contact centres and service organisations, has introduced a quality scoring application for recorded calls.
AIM Quality Scoring is a web-based call monitoring and grading application that helps standardize call monitoring and scoring in a contact centre environment. In large, multi-site contact centres with hundreds of agents, a uniform process using consistent evaluation criteria can help an agent not only understand his goals but also strive to deliver improved performance.
Auditing and
compliance can be managed much more efficiently with the appropriate level of detail for recorded and scored calls. By restricting access according to a user’s role within the organisation, the application helps maintain appropriate levels of security.
The AIM Quality Scoring application treats subjective ratings and assessments as data that can be converted into Key Performance Indicators (KPIs). This approach allows contact centres to combine call scoring with other data, such as average customer hold time or sales results per shift, to attain a broader view of employee performance and corresponding customer service levels.
The software, like all performance management workflow applications in the AIM Performance Suite family, is built around Microsoft SQL Server and Microsoft Analysis and Reporting Services.
Questionnaires are simple to create, use and modify with the inbuilt user interface for administration and design. Call centres can save significant time and effort by re-using answers and answer sets in different questionnaires. Streamlining the measurement process in this way can also help drive reporting consistency across the organisation. In addition, charts and graphs can be generated with just a few mouse clicks, offering views of performance not available with spreadsheet-based reports or tables.
Jim Davies, Research Director, Gartner, Inc. stated: "The call/contact centre plays an important role in many business's strategies, and quality assurance is a critical component of an optimized environment. The ability to record (for compliance) and evaluate (on playback) agent-customer audio/screen interactions can significantly improve agent performance."
"With the AIM Quality Scoring application, we have developed a scalable, low-risk means to score and moderate calls," said Tony Hayward, CEO of AIM Technology. "Organisations no longer have to make do with forms and surveys that are cost-prohibitive due to the engineering time required to create them. The AIM Quality Scoring solution permits non-technical users to create questionnaires and assessments easily and quickly."
The Gartner quote is from: Hype Cycle for Contact Center Infrastructure, 2008, (July 2008) Document ID G00158877.
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