Advanced quality monitoring for the most demanding companies

Hubicus Quality Monitoring is a quality management platform dedicated to employee engagement, designed to evaluate and improve the performance of contact center advisors and service providers. This module, integrated into the Eloquant solution, offers a unified view of the quality of customer interactions across multiple channels (calls, emails, chat), and enables real-time analysis.

Main features

1. Users can define customized evaluation grids and criteria for all communication channels. Call recordings and digital exchanges are available directly on the platform, facilitating the evaluation of interactions and guaranteeing consistency through calibration.
2. Hubicus Quality Monitoring lets you customize reports according to profiles (advisors, supervisors, quality managers) and identify strengths and areas for improvement. Agents receive notifications on their performance, creating a continuous feedback cycle.
3. The Module offers complete monitoring of the assessment cycle, including debriefing, calibration and implementation of action plans. In this way, evaluations can be transformed into genuine quality improvement levers.

Key benefits for you

• Save time by automating processes, which reduces the time spent on evaluations by at least 35% (less time searching for and processing interactions to be evaluated, etc.).
• Increased customer satisfaction by involving employees in the quality process and standardizing practices.
• Improved product quality, with users noting an average 25% improvement in service quality thanks to well-defined objectives and corrective actions.

Artificial intelligence is natively integrated, with call transcription, text analysis and automatic scoring for fast, accurate evaluation…