Quality is, by far, the single most underleveraged resource in call centers. Quality should directly inform performance improvement, serving as a strategic lever to drive business results. Yet most quality assurance programs don’t measure or predict the right behaviors to effectively impact key performance indicators and improve the customer experience.
Weber Associates is proud to be leading the Quality Assurance Revolution with the Strategic Quality Assurance (sQA) suite, developed to help you build and maintain a QA program that drives results for your organization.
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QA Calibrate makes calibration across your organization simple with instant scoring, training and feedback to assess calibration over time and make incremental adjustments to drive long-term results.
QA Plus+ is more than just QA monitoring and auditing. It provides valuable, strategic and provocative insights to understand key training needs for representatives and identify variables that impact key performance indicators and to drive results.
QA Rapid Analysis helps organizations quickly understand if the behaviors they are training, measuring and tracking have a correlation to their key performance indicators.