Quality Assurance

Submitted by admin on Wed, 07/28/2010 - 15:13
Show Lobby links: 
Do not show a Lobby

For Excellence in the Emergency Communications Center

Nowhere is high quality service more important than in public safety communications centers. Whether your center handles emergency communications or routine calls, there’s so much on the line. Namely, your department’s image, the potential for liability, and often, people’s lives.
 
Call-takers must possess a unique combination of skills: communication, listening and problem solving. The right attitude is essential, too. Sometimes even nerves of steel.
 
How can you ensure that your communications center and call-takers are meeting the highest standards of service quality? NICE can help.
 
NICE Quality Assurance Solutions give your communications center the technology and tools to capture, evaluate, analyze and improve performance, one call-taker at a time.
 
Capture
Emergency call-takers are often required to be masters of technology. They deal with everything from computer-aided or emergency medical dispatch (CAD or EMD) systems to computer-based telephony, radio and database systems. NICE goes beyond simple call recording to give you a 360-degree view of your call-takers’ performance. Their screens can be captured and synched to radio communications recording and voice recordings so you can retrace every word and action.
 
Evaluate
NICE Quality Assurance Solutions offer a flexible and easy-to-use form builder that enables you to easily create browser-based forms to accurately and efficiently assess call-takers’ performance. Evaluate more calls in less time and finally do away with paper.
 
With NICE, evaluating a complete incident is made possible by collecting a number of radio and telephony calls as well as other interaction types into a single incident file. The capability to evaluate complete incidents enhances the context and effectiveness of the QA process.
 
Analyze and Improve
NICE provides powerful reporting capabilities that give you insight into how your call-takers and communications center are performing. Isolate systemic problems, identify performance gaps, and track trends— all without spending hours to manually compile and analyze data. Call-takers get the exact coaching and training they need and you save time.
 
Drive your communications center to new heights of excellence with NICE Quality Assurance Solutions.