What is automated quality management (AQM)?
Automated Quality Management, or AQM, is an integrated component to automate the entire quality management(QM) process of a contact center. An ideal AQM involves automating all aspects of QM— from scoring evaluations to assigning coaching.
Unlike manual tracking that’s randomized and only 0.2% of the calls, AQM softwares evaluate 100% of the calls in a contact center. This software helps managers gain comprehensive insight into agent performance and highlights areas that need changes. It also automates coaching, scheduling, transcribing and based on evaluations by the QA team, it brings together some good option.
What are the benefits of AQM?
- Cost effectiveness: With AQM, a contact center can easily allocate its resources for greatest impact, without incurring unnecessary expenses.
- Lower risk: Agents need to follow scripts, compliance, and provide necessary disclosures during their calls. If violated, it can lead to expensive legal issues. Using AQM lowers the risk of discrepancies, especially in these high erroneous zones.
- Personalized coaching: A proven method to increase customer satisfaction is by spending enough time and resources to coach agents. AQM helps in consistently meeting these results by accurately evaluating an agent’s performance, outlining strengths and weaknesses, and personalizing every coaching session.
- Faster employee growth: Regular assessment of agents allows them to learn faster, improve on shortcomings, and increase their proficiency at work. Individual growth of employees is any organization’s greatest asset.
Agent performance and management is increasingly becoming a necessity in modern contact centers. Automated quality management is enabling contact centers to focus on improving agent performance, proactively tracking compliance issues, and providing a uniform and consistent experience to every customer.