enables contact centre managers to easily evaluate agent performance, identify low-skill areas and set benchmarks for agent productivity. Increase customer satisfaction by monitoring and evaluating agents to identify training and coaching needs. Provide best-practice procedures and examples for agents to help them learn to handle calls more effectively and efficiently-the first time.

Recording and monitoring calls in conjunction with corresponding screen data allows you to have direct control over your contact center's performance. Mentor QA Suite™ provides the necessary tools to improve your agents' performance, and deliver quality service to your customers while presenting a consistent and accurate corporate message.

With the Mentor QA Suite, you will ensure that every customer has the best possible experience whenever they call your company.

• Ensure calls are answered promptly and courteously.
• Stop problems before they start. Live monitoring and instant feedback capabilities enable managers to step in and help agents resolve conflicts and complaints effectively.
• Use real life examples of call interactions to thoroughly train your agents.
• Identify peak call traffic times and adjust staffing schedules accordingly.
• Target specific issues and low-skill areas for correction.
• Form a complete picture of your contact centre’s overall performance using data obtained from recorded calls.

Mentor QA Suite options include:

Screen Capture Record workstation screen actions and replay in sync with voice recordings.

SERTAINTY™ From SER Solutions - Automated quality assurance. Retrieve or trigger calls using key phrases or phonetic word search.

Monet™ From Monet Software (formerly Left Bank Solutions) - Workforce management. Forecast call volume and schedule personnel to improve service and reduce costs.