The daily reporting of agents in call center is such a hectic process. Team lead has to submit a report manually for each agent by checking every call quality which is not an easy task to do if there are more than 100 agents in an organization. The main aim of our project is to solve this hurdle and made an easy approach that can be beneficial for the industry. Our quality is our commitment towards our customers as we never stop until the job is done.
Our project Quality Assurance is developed for the agents reporting and rating in call centers according to their campaigns and roles. In this project, all agents calls reporting is submitted by their team leads. QA executives can check and rate the agents call quality and a dispute raised against them, so they don’t need to do reporting manually and there will be little or no chance of ambiguity in reporting. In Quality Assurance roles and permissions are defined by default for each user’s role so each user can do tasks related to it’s role, and have no concern with other ones.
User management module is also setup for each agent, there’s no need to create agent first as a user and then submit it’s report. While submitting an evaluation report agent is created simultaneously which is an ease for the team lead. We recommend our system for call centers that needed it the most, so they don’t waste their time manually reporting each agent daily and can easily search and maintain their records.