Maintenance Manual

Recordings
Evaluation Forms
130
Quality Management Training Process
The quality management training process is a contin
uous improvement cycle (Figure
31) where you:
• Collect call recordings—Quality Management selects and processes phone
calls identified in the workflow.
• Evaluate the call recordings—Supervisors or evaluators review and score the
selected recordings against key performance indicators (KPIs).
• Create reports based on evaluations that:
– Compare the performance of agents, teams, and the entire organization.
– Identify initiatives for quality improvements and training.
• Refine agents’ performance by:
– Using quality calls for training.
– Reevaluate agents to gauge training effectiveness and measure skills.
– Repeat or select the next quality management initiative.
Figure 31. Quality management training process
Determining Type of Calls to Record or Evaluate
Quality Management provides a two-level filter: you decide what calls you want to
record, and from those recorded calls, you then decide what calls you want to evaluate.
Quality Management has a unique workflow-based recording decision process that
allows you to create sophisticated criteria or triggers so that you can sort through all
calls in the contact center and identify those calls determined most likely to provide
value when evaluated.