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Quality Audit - Measuring customer service performance

Design

Dev

Apps

01. The Project

This project aims to create a quality audit application for a customer relationship company, in accordance with ISO-18295 call center standards. The application will allow team managers to assess employee responses, customize audit criteria, track compliance with standards, and generate detailed reports. Moreover, this application is not limited to measuring the quality of your customer service, it mainly assesses the customer's intention to stay or not after receiving a response from you. It is an essential indicator of customer perception, well beyond evaluating the performance of your team. It will also include a dark mode to improve the user experience.

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02. The Solution

Here are the key criteria that this application should contain:

User Management: Allow administrators and team managers to create and manage user accounts, with appropriate roles and permissions.
Custom configuration: Offer the ability to customize the application according to specific business needs, in particular by defining audit criteria, relevant ISO-18295 standards, and specific processes.
Dashboard: Provide a dashboard for team leaders and administrators, providing an overview of ongoing audits, results, and quality trends.
Audit system: Allow team managers to create quality audits, assign audits to collaborators, note responses provided, and provide detailed feedback.
Monitoring compliance with standards: Integrate specific functionalities to track compliance with ISO-18295 standards, highlighting areas where improvements are needed.
Reporting and analysis: Provide advanced analysis tools to assess the quality of responses, identify trends, and generate detailed reports.
CRM integration: Integrate the application with the company's CRM system to access relevant customer data during the audit.
Dark mode: Offer a dark mode to improve the user experience, especially for users working in low light environments.

03. To go further

Quality audit, a performance driver for a company

The Quality Audit application is a custom software created especially for the GetHumanCall company. It is a company specialized in the field of outsourcing customer service.

For a company that seeks excellence, quality is mandatory. To measure this point, we created this application. It makes quality auditing simpler and more exciting,

A well-thought-out application to meet specific needs

Always with the intention of making customers happy, the Quality Audit app offers a user experience that guarantees optimal satisfaction. In addition to being easy to use, it has an attractive design and a welcoming interface. Its dashboard is also easy to understand. This provides an overview of ongoing audits with results and trends. We are not in danger of getting lost!

A software with all the functionalities necessary for a better quality audit

To carry out a quality control, there are various steps to follow and criteria that must be met.

The creation of the project

With this software, administrators can create the project and make adjustments if needed. This ensures an implementation that fully meets the expected quality standards. In other words, managers insert the various criteria that the control must meet.

The addition of agents

The aim of the audit is to monitor the quality of work of each employee. So, the auditor adds the agents with their role. He can grade them based on their results against the criteria.

A simple and quality audit!

Once all the data is integrated into the application, all that remains is to do the check. The tool automatically generates a detailed report. The administrator can then assess the performance of each member of his team and identify areas for improvement.

It is important to specify that this quality audit management tool is made for a company with the ISO 18295 standard. In other words, it is for call centers that meet international standards.

CRM integration

The quality audit application integrates with the company's CRM system. The tool then accesses customer data during the audit. This is how it guarantees optimal relevance to the control carried out.

Reporting and analysis focused on the quality of customer service

The quality audit software also provides advanced analysis tools. The application thus allows the evaluation of the quality of the answers. It also identifies trends and generates reports with all the details.

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