Overview

MiaRec Quality Management system provides contact center managers with the means to evaluate and analyze agent performance for exceptional customer service and better business results. With MiaRec Quality Management you can efficiently assess your quality processes, and identify problems and opportunities for improvement.

An agent can be evaluated by selecting a call recording and clicking the Evaluate button.

Then, you listen to the call recording and answer questions in this evaluation form. Once all questions have been answered, this call will be scored from 0 to 100 points.

Evaluation forms are completely customizable and configurable. An administrator or manager can create different forms for each department, like Sales, Customer Service or Technical Support. Use Evaluation Form Designer to develop the questions and their answers.

For details, see Evaluation Form Designer.