enhancements as well as a new module, QAdherence, and upgraded reporting functionality.
QAdherence is an additional and optional module to the Qnique suite that focuses on managing or auditing certain types of transactions, such as sales, from an adherence, risk and compliance point of view in order to help Contact Centres manage risk and ensure compliance from a transactional perspective. The module can also be used to assess the quality of the total customer experience.
“Managing risk and ensuring compliance are becoming increasingly important given the increase in regulations and legislation in this area. In order to meet the changing needs of our customers we developed this new module to enable them to make certain that transactions are not only compliant with applicable legislation, but also adhere to internal policies and procedures, thereby lowering risk. The tool also provides a complete audit trail for transaction assessments,” says Kgabo Badimo, MD at Spescom DataVoice.
General enhancements to the functionality of Qnique have also been added to improve usability and flexibility. Examples of this include the ability to archive all assessments older than two years to an alternate table to
improve system performance, as well as new reporting using Fusion Charts and an increased limit of 50 calls that can be linked to an assessment. Systems can also now be configured to customise certain aspects of the assessment and reporting functions, and KPIs can be flagged as mandatory in order to more closely control the Quality Assurance process.
Additional reporting functionally has also been built into the new release of Qnique across several modules to enable managers to draw new information from the suite and provide greater insight into the performance of the Contact Centre.
“Our research through user groups and customer feedback has shown an increasing need for greater reporting capability. For this reason we have added a number of new standard reports to the latest release of Qnique. We aim to continue to develop the reporting capabilities and flexibility,” Badimo adds.
The QATools Manager and QAssurance modules now enable Autofail Analysis, which contains a list of assessments that were measured and failed along with the percentage of assessments that failed due to Autofail criteria. An Autofail criterion is the failing of a KPA or the whole assessment, something which can be set up by the customer in the administration module.
Linking a KPI in an assessment template to the Autofail activation is particularly important for compliance reasons, where legislation governs certain areas of action that must be taken in order to reduce risk and
comply with laws and regulations. If an Autofail is activated the assessment or the KPA where this KPI resides will be zero-rated, allowing this to be flagged for immediate attention and remedial action.
For QATools Manager, QAssurance and QAdherence Manager a Playback Analysis is now available to show the playback duration per recording during an assessment. This assists in verifying that the full call was played during the assessment
Several new reports have been added for the QAdherence Manager module, including Transaction Count which measures the number of transactions that have been generated, Agent Analysis which gives an analysis of scores per transaction and Agent for all KPIs assessed, Assessment compliance per KPA group which reflects the total number of assessments completed as well as the average duration of each assessment, and Assessment compliance per business unit, showing the percentage of assessments that comply with the
minimum QAdherence requirements.
“QAdherence offers a rich set of functionality to help assessors gain a greater level of understanding of the Contact Centre in terms of compliance to regulations and meeting of mandatory KPIs. This module, combined with the enhancements made to Qnique as a whole and the new reporting capabilities, enables Qnique to meet the changing needs of the Contact Centre industry.
With Qnique v3.1 Contact Centres can enhance the quality of customer interaction with Contact Centres, and mitigate risk while optimising business value,” Badimo concludes.
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