Carina Quality
Carina Quality is a fully customised application that utilises the recorded calls of the contact centre to evaluate training and coaching requirements of their call handling agents, as well as highlight good examples of excellent service delivery, for best practice.
Each call is scored against predefined key performance indicators so that every agent is scored fairly and accurately at a convenient time for the supervisor or team leader.
This aids in saving time and money as supervisors and team leaders can monitor their agents performance and efficiently highlight where they may need extra coaching, without having to get false measurements from silent observations on a live call.
This provides a level of quality and service to meet and ultimately exceed both customer and organisational expectations. When combining call recordings, call handling statistics and details of a call’s outcome, it is possible to comprehensively measure quality and performance against pre-defined metrics and competency benchmarks. This enables planning for development and will directly impact productivity outcome.
Carina Work Force Management
Carina Work Force Management is a leading-edge, full-featured workforce management solution for contact centres, financial institutions and the entire enterprise. Carina Work Force Management matches the supply of an organisation’s resource levels, with the demand of your customer’s needs, through business intelligence and prediction forecasting.Carina Work Force Management is fully integrated with Carina Quality and allows information exchange between the two systems. Carina Quality provides details on specific agents’ skill levels and overall performance, whilst Carina Work Force Management provides specific call statistics on an agent’s performance.