Performance Assurance
Your Agency reviews customer conversations, applies your standards and brings the important findings to you. See how your team is performing, where customers need better service and whether your improvements are making a difference.
Illustrative example
Illustrative sample data. Explore the prepared work and the decisions around it. These controls do not change a live operation.
In the sample, 12 of 60 reviewed refund calls gave a timeframe but did not explain how to check progress or who to contact if the refund did not arrive.
Criterion: explain the next step, how to check progress and who to contact.
In the sample, 12 of 60 reviewed refund calls gave a timeframe but did not explain how to check progress or who to contact if the refund did not arrive.
Criterion: explain the next step, how to check progress and who to contact.
Calls missing the next step: 12 of 60 reviewed
J. Reyes · Yesterday 10:37. The featured sample evaluation has already been confirmed by K. Osei. Timeframe explained; progress and follow-up contact missing.
The evaluation remains correctable. A reviewer should inspect the supporting conversation before changing it.
A correction records the reviewer and reason alongside the evidence. It does not silently overwrite the original evaluation.
Prepare a review of the calls and the team’s refund guidance. Assigning work, completing coaching, issuing a refund and measuring later call quality are distinct events.
Bring the scorecards and service expectations your team already uses. Set which conversations your Agency reviews and which findings need a person. Keep the call, the evaluation and the reason for each decision together.
Illustrative example
Bring quality results together with service levels, contact volume and team performance. See what changed, find where it happened and decide what deserves attention.
Refund calls meeting the criterion divided by reviewed refund calls, for the selected team and period. Not-applicable criteria are excluded from a conversation’s score.
Use the supporting calls to understand a change before acting.
Refund calls meeting the criterion divided by reviewed refund calls, for the selected team and period. Not-applicable criteria are excluded from a conversation’s score.
Use the supporting calls to understand a change before acting.
Later conversations supply evidence of what customers were told. Coaching completion and refund issuance are separate operational events. The next measurement appears when its review window closes.
Keep track of what happens after an issue is found. Give the right person the evidence, follow the action and review later conversations to see what changed.
Atlas works with supported existing providers. Skyway is available for calling within AionCX. The connections and capabilities available for your setup are confirmed during scoping.
No. They use illustrative people, records and data. Your team’s actual standards, permissions and approvals govern operating actions.
Connect your contact center, bring your scorecards and choose what your Agency should review. See the first findings with the conversations behind them, then set how your team wants to act.
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