Key Features and Benefits of Modern Quality Management Systems

Organizational success hinges on customer experiences and employee productivity, while it also requires strict adherence to compliance regulations. Balancing these priorities is essential for sustainable growth and long-term success. A robust Quality Management System (QMS) provides a framework to achieve this balance. This integrated solution not only meets customer expectations but also ensures compliance.

Read on to learn about the profound impact of QMS and its profound impact on a business.

What is a Quality Management Suite?

A Quality Management Suite or QMS is a comprehensive solution that integrates essential processes, tools, and technologies to manage and improve quality across an organization. It provides real-time monitoring, reporting, and analytics, enabling businesses to make informed, data-driven decisions.

By automating key quality management tasks, QMS reduces the burden of manual processes, improves accuracy, and ensures adherence to compliance standards. It supports continuous improvement and long-term success in contact centers, customer service departments, or broader operations.

Key Features of our Quality Management Suite (QMS)

Many organizations are increasingly adopting Quality Management Systems to enhance their operations. However, the main challenge is integrating these systems into the existing workflow. Voxtron’s Quality Management Suite overcomes these challenges with three key modules:

Call Recording for interaction recording and live monitoring
This module captures and archives all customer interactions. It enables real-time monitoring of these interactions, so managers can listen in on calls as they happen. The calls can also be used for training and quality assurance purposes.

Agent Evaluation for call scoring and agent coaching within contact centers
The Agent Evaluation module allows supervisors to score calls based on predefined scorecards. It helps managers identify agent strengths and the areas requiring improvement. Furthermore, supervisors can add notes to the call recording log for future reference using this module.

Computer Recording for desktop recording and live monitoring
This module captures and records the desktop activity of agents during customer interactions. It includes screen capture, recording of the app usage of agents during calls, and other details. Computer recording also helps to ensure compliance with internal processes, identify procedural errors, and deliver comprehensive feedback.

These three modules work together to capture all touchpoints along the customer journey.

AI-Powered Features for Capabilities Beyond Basic Compliance Recording

Unlike regular QMS solutions that focus only on compliance recording, our solution takes quality management to the next level with the following AI features:

Speech-to-Text Conversion: This tool turns spoken dialogue into text, making it easier to review and analyze interactions. It supports nearly 50 languages and the transcription can be automated or manually initiated.

Sentiment Analysis: By analyzing the emotional tone of conversations, agents, and supervisors can understand customer satisfaction and pinpoint any issues.

AI Voice Coach: This feature gives agents real-time feedback to adjust their approach based on how the system evaluates the customer’s mood.

Real-Time Evaluation and Feedback: Agents get instant insights into their performance during calls, allowing for immediate improvements.

Interaction Summary: The QMS automatically generates precise summaries of every conversation and pinpoints the next steps to guarantee an enhanced experience for both customers and agents.

Integration with Microsoft Teams

Our Quality Management Suite is designed to seamlessly integrate with a wide range of PBX, Unified Communications (UC) systems like Microsoft Teams, and various call center platforms. This ensures that regardless of the existing technology stack, businesses can easily incorporate the QMS into their operations without disrupting their current workflows.

The Benefits of Quality Management Suite for a Business

Our Quality Management Suite addresses the critical challenges businesses face in enhancing customer service, boosting employee productivity, and ensuring regulatory compliance, while swiftly resolving customer disputes. It is a comprehensive toolkit that is easy to install and use. Additionally, it is also scalable and flexible, adapting to your business needs.

Key benefits of our QMS include the following:

Captures multi-channel interactions

The QMS automatically captures and consolidates recordings across different customer interaction channels and makes them easily accessible from one place. Hence, the entire customer interaction history is available at a glance.

Interoperable across all PBX, UC, and call center platforms

Our QMS is one of the first omnichannel recording platforms certified for Microsoft Teams. Additionally, it is compatible with multiple PBX, UC, and call/contact center platforms.

Simplified compliance with all regulatory requirements

The QMS has been designed to meet regional and international compliance and regulatory needs, including PCI-DSS, HIPAA, MiFID II, and GDPR.

Effective agent evaluation

This QMS reduces manual effort and allows supervisors and managers to easily assess agent performance during or after interactions. It empowers managers with greater visibility of agent performance KPIs, facilitating quicker decision-making. The QMS also helps to identify training needs and intervention areas. Furthermore, it supports the assessment of group, individual, and company performance over time, making it easy to study specific aspects of the business.

User-friendly interface

The QMS is designed with an intuitive UI that makes it convenient for supervisors to conduct evaluations in a separate window from the associated media. This allows evaluators to view other QMS data independently, making it more efficient and effective.

Not restricted to contact centers

Our QMS is an invaluable resource for any business with customer-facing operations. It helps companies gain a comprehensive understanding of all customer interactions, from help desks and desk-based sales teams to individual operators and call attendants.

Provides liability protection for highly regulated businesses

This QMS is very useful for businesses operating in highly regulated and volatile industries such as banking, healthcare, and government. Not only does it help them meet their strict compliance obligations, it also provides liability protection.

To summarise:

Voxtron’s QMS is a comprehensive quality management tool that is surprisingly easy to install and use. It delivers all the tools a business needs to engage and improve agents, enabling them to serve customers better.

When used well, this QMS can help you gain valuable insights about your customer’s journey, maintain compliance, and improve agent feedback and training. It is a powerful investment that will upgrade your service strategy.

To learn more about this solution and the profound impact it can have on your business, contact Voxtron today.