IMPORTANCE OF AQM – ADVANCE QUALITY MANAGEMENT IN CALL CENTER OPERATIONS

AQM plays an important role in maintaining and managing quality Call Center, helping businesses create many factors to increase competitive advantage, bring perfect experiences to customers. Call recording and screen monitoring are essential criteria to evaluate the effectiveness of switchboard operators.

What is AQM?

AQM stands for  Advanced Quality Management . AQM in switchboard operation includes: call recording applications, monitoring the work screen of switchboard operators, notes and advanced search on recordings.

Call Recorder is an application that records the entire conversation of incoming and outgoing calls to help managers check and evaluate quality, train employees or resolve complaints when need. All recording files are stored for a certain period of time in the internal database system. The storage time depends on the needs of the operator.

Why control the quality when operating the switchboard?

Quality control helps managers know the efficiency and overall performance of the switchboard. This activity also helps businesses control KPI evaluation criteria such as: SLA, CSAT, NPS,… From there, businesses can come up with better business strategies, service improvement methods, and meet customer needs. Good customer experience…

What is AQM?

AQM stands for  Advanced Quality Management . AQM in switchboard operation includes: call recording applications, monitoring the work screen of switchboard operators, notes and advanced search on recordings.

Call Recorder is an application that records the entire conversation of incoming and outgoing calls to help managers check and evaluate quality, train employees or resolve complaints when need. All recording files are stored for a certain period of time in the internal database system. The storage time depends on the needs of the operator.

Why control the quality when operating the switchboard?

Quality control helps managers know the efficiency and overall performance of the switchboard. This activity also helps businesses control KPI evaluation criteria such as SLA, CSAT, NPS,… From there, businesses can come up with better business strategies, service improvement methods, and meet customer needs. Good customer experience…

What is AQM?

AQM stands for  Advanced Quality Management . AQM in switchboard operation includes: call recording applications, monitoring the work screen of switchboard operators, notes and advanced search on recordings.

Call Recorder is an application that records the entire conversation of incoming and outgoing calls to help managers check and evaluate quality, train employees or resolve complaints when need. All recording files are stored for a certain period of time in the internal database system. The storage time depends on the needs of the operator.