Quality Management

Move beyond basic call analytics to get the insights
needed for holistic quality management.

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Call Center Quality Management Software

Use call analytics to assist your customer through the purchasing journey

Want to understand what your customers and frontline teams are saying about your products or promotions? Why do some frontline team members get better results than others? How do you understand the performance of your frontline team members, without investing in every interaction? How do you work out where to focus valuable supervisor time? These are just some of the questions that the call centre quality management software and advanced call centre analytics software from GSN can answer.

GSN offers cloud-based call recording, call analytics and advanced reporting tools that provide the insights you need to make business-critical decisions about your contact centre. Flexible reports enable quick and easy assessment of how your business is handling its customer experience calls. It also allows you to monitor the ongoing performance of your agents.

We integrate our solutions with your existing customer contact systems to capture and analyse every interaction and flag those that are important to your business. We do this at scale across every interaction to deliver savings without compromising the customer experience.

Collect data from every interaction

With interaction recording we can capture the entire length of every customer interaction, regardless of how often it is transferred or conferenced.  With Natural Language processing we accurately translate voice-to-text to enable huge amounts of data to be made available. Together with our advanced analytics solutions we enable your business to have real time access to valuable insights to identify opportunities in every customer interaction.

Data collection for call reduction strategies

Every interaction is an opportunity to improve your customer experience. With interaction recording, we can capture the entire length of each interaction, regardless of how often it’s transferred or conferenced. With Natural Language Processing, we can accurately translate voice-to-text to make huge amounts of data available.

Together with our advanced call centre analytics solutions, we enable your business to have real-time access to valuable insights to identify opportunities in every customer interaction and assist in the development of call reduction strategies. The key is keeping the interaction with your customers personal and strategically offering solutions that your customers will use. Use the data collected to map a customer journey that helps you understand how customers interact with your company.

Understand the data with customised dashboards

In addition to basic dashboards pre-built for common use cases, we can help your business design customised dashboard to identify insights based on business priorities. With such a rich dashboard of information easily available and tailored to the needs of your business and employees, your teams can quickly act on any points of interest. This can happen during an interaction, or through post-interaction review.

Some of the common areas of insight include:

  • repeatable customer pain points
  • customer objections, and feedback, on products and services
  • individual and team performance
  • understand training requirements
  • compliance with any regulatory frameworks

Act on insights

With such a rich dashboard of information easily available and tailored to the needs of your business and employees your teams can quickly act on any points of interest.  This can happen during an interaction, or through post interaction review.

Act on insights with call centre quality management software

Track individual and team performance with accessible metrics that can easily be exported into other systems. These reports can then be used to reinforce positive behaviour and reward progress through gamification and social recognition. When agents receive frequent, constructive feedback, they become better equipped to help each interaction reach a positive resolution. In doing so, you can nurture and support a new generation of agents; one that’s engaged, informed and capable of delivering a superior and compliant customer experience. After all, a positive call centre experience drives brand loyalty and keeps customers coming back.

…allows us to quantify at a large scale how customers are feeling about the service we deliver, which we use to improve our products, our contact centre and how we do business with our customers

Alex Hnarakis, Head of Service Optimisation & Premium Support
MYOB

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