Protection & Dispute Avoidance

Safeguard Your Business

In an operation handling thousands of enquiries, financial transactions and customer queries, it can be difficult to make sure that your agents are processing and giving out the right information every time.

Interaction recording and quality monitoring solutions can be used to help you identify potential queries and issues before they become significant. And speech analytics can be used to assess every call, ensuring near 100% protection.

Use Quality Monitoring for Avoidance

It's not just about how people perceive your business, Quality Monitoring can also be used as part of dispute avoidance. By understanding what your agents are telling your customers, you can protect your business from unnecessary claims or disputes.

Solutions, like Verint's Impact 360 Quality Monitoring, have a wide range of features to allow business to conduct significant quality monitoring operations:

• Automated call delivery - screen out minor calls, leaving only more complex, high-risk enquiries automatically
• Synchronised audio and screen recording - see what your agents are reading when speaking to your customers
• Performance Management - enable Agents to listen to their own calls and identify areas of improvement
• Customisable Evaluation Forms - make sure supervisors know questions to answer during QM process
• eLearning Sessions - when combined with an eLearning solution, automatically assign sessions to agents to complete evaluation process

Read more (Brochure, Verint Impact 360 Quality Monitoring, PDF)