Quality Assurance

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The most comprehensive tool for managing call center quality and performance

The call taker’s role is a critical function in the emergency response chain. Call takers are in many cases the only direct contact to caller in emergency, and it is up to the call taker to extract critical and precise information about their situation. This type of responsibility requires a very high level of professionalism and confidence. Training on the right information collection and response procedures and on how to operate systems like CAD and others is constantly required to maintain high level of performance. NICE Perform provides quality management solution helping supervisors, QA managers and trainers identify call taker and dispatcher knowledge gaps through fair and consistent evaluation and provide easy way to deliver coaching.

Emergency call takers are often the representative face of public emergency services. In the event that they provide poor service, significant damage to the public’s perception of emergency services may result in decreased levels of confidence for the services they provide. Ensuring the public trusts its emergency agencies and are willing to cooperate with them is an important element in running a modern public safety communication operation.

 

Quality Assurance

 

Monitoring the quality and speed of service that call takers provide the public is a critical element in the operation of any modern emergency call center. Difficulties with any of the call takers associated duties can have a very negative effect on the speed and accuracy of a first responder team’s performance. Emergency call takers are often the representative face of public emergency services. In the event that they provide poor service, significant damage to the public’s perception of emergency services may result in decreased levels of confidence for the services they provide. Ensuring the public trusts its emergency agencies and are willing to cooperate with them is an important element in running a modern public safety communication operation.

The emergency call center’s ability to deliver a consistently professional and fast emergency call response service depends on effective quality management. NICE Perform Quality Management delivers the comprehensive capabilities you need to implement a multifaceted quality program that works for everyone – call takers, supervisors and managers. Some of the NICE Perform benefits are:

  • Drive desirable call taker behaviors at individual and group levels
  • Provide timely feedback and on-line coaching tailored to call takers and dispatchers
  • Select calls for precision monitoring according to priorities
  • Full interaction capturing; voice and screen for more complete reviewing capabilities
  • Improve evaluation process productivity
  • Complete incident evaluation capability: multiple calls, radio communications, screen recording and other medias
  • Reduce call taker churn rates with automated and fair QA process

The NICE Perform enables public safety organizations to manage the quality of the service  given by call takers ,powerful query capabilities let you evaluate relevant calls to develop fair, accurate and empowering insight into call taker performance. The simultaneous recording of calls for screening purposes allows supervisors to examine the call takers ability to follow the emergency call center’s policies and procedures. But this is only one part of the picture. Automated scoring and graphic visualization highlight interactions that reveal the urgent issues and guide you to best practices for success. Among the Perform capabilities are:

  • Coaching system integration for prompt call taker feedback and overall communication
  • Integrated calibration tools for consistent evaluation scoring
  • Location-free replay and evaluation to handle centralized and decentralized operations
  • Integrated screen and audio recording
  • Wizard-driven forms development for easy support of all evaluation types
  • Automatic scoring and visualization to capture interactions that random sampling might miss
  • Flexible choice between random evaluation, or by specified priorities
  • Portal access to recordings, evaluations and coaching packages for call takers
  • Complete incident evaluation for multiple calls, radio communications, screen recording and other medias within a single incident
  • Quality Management reports that can be automatically distributed