Finding a quality monitoring tool with features that completely suits the business requirements is a difficult task. The list of features provided by different software companies for a quality monitoring tool is extensive. As every tool has its own set of unique features that cater to the needs for specific business requirements, there are some features that, if missed, can create complications when running BPO processes smoothly.

The need for these below-mentioned features may differ for every BPO, but the majority, prove very useful. So, look for features that offer the  mentioned requirements:

• Enhanced Customer Experience: It is essential for all BPOs to enhance their agent’s performance, as it is directly related to the customer service experience. To maintain a good customer experience, supervisors need to keep a close watch on the agent’s day-to-day activities. For this reason, there should be a feature in the tool that can record or track customer and agent interactions to monitor performance. This ensures agents continue to progress and meet team requirements and individual goals.
• Agent’s Training: Every agent needs training since there is always an opportunity for improvement. The performance of every agent before and post-training should be monitored to understand what impact training has made on the agent’s performance. The quality monitoring tool should have a feature in it to train the agents and analyze their performance before and after each training session.

• Manage Disputes: Every BPO tends to have internal disputes among its supervisors and agents about various instances, for example like a wrong evaluation of the agent’s performance by the supervisor. This kind of dispute leads to poor performance by the agents as they are not satisfied with the evaluations being done. Every agent should have the opportunity to give their feedback in such cases. It is necessary for a quality monitoring tool to have a feature allowing and managing disputes.
• Easy to Integrate with Other Tools: With big data analysis running in the marketplace, the tool should have the flexibility to easily integrate data from other data mining tools and provide a detailed analysis of that data to the supervisor.  A detailed analysis of the data provided is as important as the data itself. QEval is a quality monitoring tool that has the ability to integrate data from other sources, allowing supervisors to choose their own parameters for detailed analysis which helps in the decision-making process.
• Real-time Analysis: This feature keeps everyone updated with the current information and progress made by every team member using the software.  Detailed analysis is needed to highlight pain points as well as what is going right. In order to achieve the desired targets for the success of the program, with the real-time analysis of the evaluation provided to the supervisor, agents can be coached to better understand and analyze their daily progress and improvise on ways to improve low marking points.

With a world full of innovations and enhancements, there’s a solution for each problem. It is just a matter of selecting the right solution. The recommended requirements, if taken into consideration while analyzing the feature, will make a difference. Why not try them and see the results?