Quality Management Consultancy
SVL Consultancy enables organisations to implement effective quality management programmes to track and efficiently manage contact centre performance.
We help to align quality monitoring workflows with business goals and KPI targets. This enables the rapid identification of urgent issues such as agent knowledge gaps, process inefficiencies and sales ineffectiveness, allowing immediate action to be taken.
SVL has the expertise to help set up the advanced query tools, automated scoring, graphic visualisation and a wide range of search criteria including data generated from speech analytics, desktop analytics and customer feedback, making it easy for organisations to select calls to evaluate. This improves evaluation team productivity and fairness, helping to drive desirable agent behaviour at individual, group and enterprise levels.