Quality Monitoring (QM)
Increase service quality.
Sustainable success is the result of satisfied customers. But do you know how you can support your employees to achieve that goal? Do you know the areas where your customer service could improve?
Highly trained employees are the foundation of excellent customer service.
Benefit from our ultra-flexible Quality Monitoring solutions and ALMATO's tried and tested consulting to achieve your goals. With selective voice and optional screen recording, you lay the foundation. Always legally compliant. Web-based solutions for evaluation, coaching and e-learning enable you to increase your service quality. At the same time you reduce your training costs and the average handling time (AHT).
Improve your customer service, increase training efficiency. Ensure that you are in compliance with all current laws. How? Get to know ALMATO's holistic Quality Monitoring approach.
How does QM work?
Your employees are your path to the customer. With Quality Monitoring, you can prepare them optimally. How? Selected interactions are recorded by our software. Afterwards, a coach provides feedback and training materials directly at the agent's desk. That way, you support your employees continuously - and individually.
Watch our video to find out more.
“Lufthansa InTouch Customer Service has seven service centers worldwide. Over 1.600 service representatives make sure that passengers from Lufthansa and our partner airlines get excellent and individualized service. Standardized quality assurance plays a pivotal role. With the Quality Monitoring solution from ALMATO, we can gather key data across locations – and identify optimization potential early. At the same time, we use the ALMATO tools to train our customer service representatives."
Director Product and Process, Lufthansa InTouch
„The core objective of Lands' End's customer service is absolute customer satisfaction. To that end, we have been using the Quality Monitoring solution from ALMATO for years. With their software, we can continuously support and individually coach our employees and give them the tools they need to provide the best possible customer experience. ALMATO has shown itself to be a reliable partner with short reaction times."
Operations Director, Lands' End
„For Carglass, service quality has a very high priority. This is why we have been working with the Quality Monitoring software from ALMATO for years. Our employees were impressed by its intuitive user interface and integrated coaching tools. With ALMATO's solutions we make sure that we enthuse our customers every day. For us, that's the most important point.“
Head of Contact Center & Customer Loyalty, Carglass
„ALMATO's innovative solutions were a perfect fit for the requirements we had regarding a monitoring tool. ALMATO successfully integrated the solution with our complex IT systems. Particularly helpful was the professional support we received for negotiating with the works council and employee information. With the Quality Monitoring solution Click2Coach, we can hit our high quality targets, analyze activities and optimize processes.“
More On QM
Do you need more information about Quality Monitoring? Would you like the information at a glance? Then download our Quality Monitoring data sheet. If you want to know more about how our Quality Monitoring solutions are already being used in companies, take a look at our success stories.
Our team is happy to answer any questions. Write us at firstname.lastname@example.org or call us: +49 7121 14787-0